James Betts Email and Phone Number

Responsible for the delivery and improvement of the ESA customer journey, focusing on the live running of telephony, processing and quality. Developing management and leadership skills within a national team to ensure efficient and effective service to external customers and to deliver business results in line with departmental strategic objectives

Responsible for the delivery of national telephony performance across working age products, supporting the specific national products teams to deliver performance of each of the product teams providing MI to ensure efficient and effective service to external customers and to deliver business results in line with departmental strategic objectives

Responsible for leading and managing Contact Centre resources. Developing management team to ensure efficient and effective service to external customers and to deliver business results in line with departmental strategic objectives.

Responsible for monitoring performance in Real Time for a specific Contact Centre in order to meet site delivery targets; providing communication links between the network and the site. Supporting site performance targets and delivering Real Time and MI analysis to support the management team ensuring action is initiated where performance is at risk, resulting in KPI’s being achieved on a regular basis.

Primarily responsible for leading and managing contact centre resources. Developing team leaders to ensure an efficient and effective service to external customers and to deliver business results in line with departmental strategic objectives.Key Achievements:- Implemented new operations structure and setting out KPI’s and KWO’s for 5 team leaders and 65 telephony agents

Responsible for monitoring performance in Real Time for a specific Contact Centre in order to meet site delivery targets; providing communication links between the network and the site. Supporting site performance targets and delivering Real Time and MI analysis to support the management team ensuring action is initiated where performance is at risk, resulting in KPI’s being achieved on a regular basis.

Managing a team of telephony agents to deliver an efficient and effective service to external customers, being responsible and accountable for the day to day delivery of business results by the teamKey Achievements:- Change management via the integration of benefit center staff into a Contact Centre environment and managing expectations of the business whilst delivering KPI results throughout the team- Practising Lean Practitioner, delivering new ways of working within the… Show more Managing a team of telephony agents to deliver an efficient and effective service to external customers, being responsible and accountable for the day to day delivery of business results by the teamKey Achievements:- Change management via the integration of benefit center staff into a Contact Centre environment and managing expectations of the business whilst delivering KPI results throughout the team- Practising Lean Practitioner, delivering new ways of working within the Contact Centre and developing lean management skills for all staff Show less

Key Achievements:- Implemented and developed a new communications process to incorporate Contact Centre’s, Benefit Centre’s and Jobcentre’s and to improve reaction times for applying continuity processes and providing information to senior management.- Developed contingency process for the Network Real Time team, delivering training package for contingency team and operating a contingency practice whilst providing feedback analysis for senior management, including recommendations.-… Show more Key Achievements:- Implemented and developed a new communications process to incorporate Contact Centre’s, Benefit Centre’s and Jobcentre’s and to improve reaction times for applying continuity processes and providing information to senior management.- Developed contingency process for the Network Real Time team, delivering training package for contingency team and operating a contingency practice whilst providing feedback analysis for senior management, including recommendations.- During period of heavy snowfall, managed national contingency process whilst taking on board the management of the Network Real Time team with an inexperienced skeleton staff; providing senior management with accurate and up to date information on a regular basis, delivering performance in extreme circumstances. Show less

Key Achievements:- Implemented a new process to deliver skill changes and team and agent structures on a virtual platform for 32 Contact Centre’s within the DWP network- Delivered guidance to all Contact Centre’s and senior management on the Web Portal process and updates on procurement, whilst also providing troubleshooting support to all network colleagues- Managed, trained and coached Web Portal team, whilst developing the role to provide support for the Network Real Time… Show more Key Achievements:- Implemented a new process to deliver skill changes and team and agent structures on a virtual platform for 32 Contact Centre’s within the DWP network- Delivered guidance to all Contact Centre’s and senior management on the Web Portal process and updates on procurement, whilst also providing troubleshooting support to all network colleagues- Managed, trained and coached Web Portal team, whilst developing the role to provide support for the Network Real Time team- Working with internal and external customers such as BT and CIT to develop current product, make recommendations and develop relationships between all parties. Show less

Responsible for monitoring performance in Real Time for Contact Centre’s in order to meet Network delivery targets nationally and identify any changes to the published schedule in Contact Centre’s on the virtual platform; ensuring action is initiated where performance is at risk, resulting in Network delivering targets being met and for coordinating network wide action for Contact Centre’sKey Achievements:- Extensive knowledge of working with one of Europe’s largest virtual… Show more Responsible for monitoring performance in Real Time for Contact Centre’s in order to meet Network delivery targets nationally and identify any changes to the published schedule in Contact Centre’s on the virtual platform; ensuring action is initiated where performance is at risk, resulting in Network delivering targets being met and for coordinating network wide action for Contact Centre’sKey Achievements:- Extensive knowledge of working with one of Europe’s largest virtual platform’s; using Pulse, OPMIS, Avaya, WfM and inbound Architect- Real Time network support for a group of 6 Contact Centre’s, building relationships with internal and external customers, maintaining regular contact with the centre’s achieving KPI’s and introducing processes to the wider team, particularly with communication- Managing the outbound resource for all the 32 contact centre’s including new JSA online claims process meeting KPI’s and improving the efficiency so to provide greater resource to inbound channels during busier periods Show less

To manage incoming and outgoing phone calls, delivering an efficient and effective service to external customers whilst applying clear and precise problem solving and decision making skills