Jim Applegate Email & Phone Number

Bracknell, GB

Reading, England, United Kingdom

• Monitoring Performanceo I have a team of a number of direct reports, of which I am the line and appraising manager for.o Quality of both calls and tickets completed and fedback on a weekly basis.o Complete 1-2-1’s on a.
• Staffingo Rota allocations for engineers ensuring coverage during the core hours of business.o Dealt with all arising behavioral HR issues through the correct processes.o Annual Leave, Sickness (Inc. return to work.
• Monitoring of KPIso I have key involvement in ensuring all KPIs are met monthly.o Throughout the working day I am monitoring in real time and making sure all breaches are prevented.o Continuously monitoring offline.

Reading, England, United Kingdom

• Monitoring all daily activities of members of the team, inc.o Work schedulingo Monitoring call availability ensuring SLA’s/KPI’s are achievedo Rota creations/amendments (inc Holiday planning)
• All HR based competencies.o Sickness/lateness reviews (Inc. Return to works meetings)o Appraisals, (writing, reviewing & delivering)o Motivating individual team members and as a wholeo Development plans for each team.
• Dealing with all Staff or customer Complaint/escalations that come into the desk or arise
• Assisting the team with customer responses via email.
• Liaising with other Directors/Heads/Managers & TL’s weekly to discuss any service improvements/issues for our areas.
• Report creations to monitor the performance of the service desk and team enabling everyone quick visual access to improvement areas or areas of success (Inc Any Ad-Hoc reporting required).

Reading, United Kingdom

• Monitoring Performanceo I have a team of 7 direct reports, of which I am the line and appraising manager for.o Quality of both calls and tickets completed and fedback on a weekly basis.o Complete 1-2-1’s on a regular.
• Staffingo Rota allocations for engineers ensuring coverage during the core hours of business.o Dealt with all arising behavioral HR issues through the correct processes.o Annual Leave, Sickness (Inc. return to work.
• Monitoring of KPIso I have key involvement in ensuring all KPIs are met monthly.o Throughout the working day I am monitoring in real time and making sure all breaches are prevented.o Continuously monitoring offline.

Bracknell

• Monitoring of team performanceo I have a team of 19 direct reports, of which I am the line and appraising manager foro Escalations of any under-performing agents o Complete 1-2-1s on a monthly basiso Completed agent.
• Desk Transformation/Transition o I have been a vital part of the desk transition to FMO o Point of contact for any reporting concerning the transitiono Responsible for completing team rota’s and making sure the.
• Monitoring of KPIso I have key involvement in ensuring all KPIs are met monthlyo Throughout the working day I am monitoring in real time and making sure all breaches are preventedo Continuously monitoring offline.
• Prioritizing o The covering of operational conference calls, in which providing STATs and figureso Completing operational requirements to a high standard in a prompt manor o Dealt with all arising HR issues through the.

Bracknell

• Assisting the development of agents by: -o Sitting with agents and going through Incident quality.o Getting agents to listen back to calls where their call quality score has been below the needed average.o Going.
• Reporting to Team Manager of various stat’s and/or performance issues of any agents.o Agents below the needed 95% for both Call & Incident Quality.o Aux 6 usage.o First Time Fix ratings.o Activity whilst agents are.
• Dealing with customer calls/complaints.
• Being the point of contact for any agents across the desk, not only when answering escalation, but if an agent stops me if I am walking by.
• Monitoring the agents across the service desk. Informing any team manager of any adherence issues.o Looking for agents with long inactivity (not calling out) when completing offline work.o Making sure agents are not.
• Taking calls when the volume of calls into the desk are high.

Bracknell

• Appropriate troubleshooting to ensure that I am doing everything possible to resolve users’ issues before progressing onto the appropriate second line team for further investigation.
• Answering all incoming requests, along with other roleso Creating new interaction/incidents that have come into the desk via alternative route to telephone.o Monitoring/maintenance of emails regarding new and current.
• Ensuring I am meeting client specific service levels.
• Achieving a high standard of performance measures of 95% and above on call and incident quality for every call taken each and every week.
• “Buddying” new employees and showing them how to correctly use the client & tools that we agents use to complete our day to day tasks.
• Mentoring employees on the LADZ (training) pod and documenting their progression week on week.o Completing incident quality checks for three calls twice a weeko Sending out regular emails to each new colleague under my.

Bracknell

• Co-ordinate the service delivery of the HR Information regular reporting schedule, ensuring all deadlines are met, and projects are successfully completed on time.
• Production of ad-hoc reports requested from the HR Team and Business, utilizing available HR information from the data warehouses.
• Monitor, maintain and develop the data warehouses and data software, to ensure they are working efficiently and meet reporting needs.
• Provide reporting and analytical support for key HR projects including;o Annual Flexible Benefits selectiono Annual Pay Reviewo Annual Bonus Payouto Half Yearly Performance Reviewo Quarterly Pension Review
• Training new members of the team to use SAP.

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Education record