Jane Orr Email and Phone Number

In my current role I am responsible for a total of 11 staff and a portfolio of 42 clients.In 2014 I won an internal Chambers Travel award for 'Team Manager of The Year' and was a finalist at The People Awards for 'Operations Manager of the Year'.Key Duties & Responsibilities include:• Provide direction to team members, motivating, coaching and supporting them helping to achieve their individual objectives.• Identify any strengths or weaknesses and provide opportunities to encourage the development of each individual, ensuring that they have the required skills, knowledge and understanding to work efficiently and effectively.• Ensure that the work required in my area of responsibility is effectively planned and fairly allocated to individuals.• Coach and develop team members, by effective delegation and allowing them to undertake identified activities within my area of responsibility.• Support all team members through monitoring and feedback in order to maximise quality of work and development of knowledge and capability• Conduct 1-2-1 reviews with each team member and regular team meetings• Provide team management in line with company HR practices to address any personal issues and individual performance.• Ensure compliance with legal, regulatory, ethical and social requirements to build and maintain an excellent reputation for the Company.• Take responsibility for own learning and development, keeping up-to-date with all policy, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities.• Provide communication channels for the team to maximize motivation and performance.• Assist and support Business Managers where required and build and maintain relationships with key clients and bookers.

Working within a call centre environment my duties and responsibilities were to- • Provide a high level of customer service, advice and assistance with queries. Deal with more complex enquiries and complaints in a positive and diplomatic manner.• Mentor, coach and monitor performance through both real time and tape facilities. Provide in depth feedback based on call handling standards to highlight strengths and weaknesses.• Assist Team Manager and allocated point of contact when they were out of the office or unavailable. • I devised incentive schemes to optimise efficiency during peak periods ie: presentation of awards for best call statistics.• Motivate and inspire others by example.