James Hunter Email & Phone Number

Walthamstow, England, United Kingdom

Bromley, United Kingdom

Spittalfields

Potters Bar

Oxford Street, London

Duty Manager (Selfridges & Co) October 2012 - present• Managing queues of emails and telephone calls• Responsible for ensuring KPI’s and SLA's are achieved and maintained• Reporting inbound and outbound call volumes and emails• Report on individual agent performance• Compile and send weekly high level reports to the Selfridges Executive team• Forecast required FTE’s according to budget and client requirements• Monitor schedule adherence and report to Team… Show more Duty Manager (Selfridges & Co) October 2012 - present• Managing queues of emails and telephone calls• Responsible for ensuring KPI’s and SLA's are achieved and maintained• Reporting inbound and outbound call volumes and emails• Report on individual agent performance• Compile and send weekly high level reports to the Selfridges Executive team• Forecast required FTE’s according to budget and client requirements• Monitor schedule adherence and report to Team Managers• Resource planning using Workforce Management tool • Management and upkeep of Workforce Management software• Schedule agent breaks and lunches• Annual leave planning across the operations team• Lead daily/weekly performance meetings• Lead weekly/monthly planning meetings• Liaise with Team Managers/Operations Manager• Conducting and assisting with disciplinary and investigation meetings• Creation of documentation for Disaster Recovery for both client and in-house systems• Management training for covering role of Duty Manager Show less