An experienced people lead who is currently working in a fast paced automotive business to improve and drive customer service and improvements.Experience managing customer facing and back office teams, dealing with inbound and outbound calls, case management and email systems.Passionate in developing and empowering individuals to drive their own success.Highly organised, analytical, and thorough, and always open to new challenges and skills.

• Managing blended work functions including tickets, inbound and outbound calls.• Incident Management• Problem Management• All aspects of People Management.• KPI Reporting• Working and focus groups.• Mental Health First Aid Awareness• Real time adherence monitoring and updating.• Forecast models.• Capacity planning.• Shift creation and generation.• Headcount tracking.• Operational Expenditure.• Erlang.• Experience working with workforce management tools such as Totalview 6.4, Call Media, AACC, CMS, CCMA, Aspect and OPT.• Experience of front office, back office and blended functions.• Resource and Planning pack delivery to the contract.• Call trend and AHT analysis.• Interval based delivery and service level based delivery.• Offline planning.• Management of service levels across a number of sites and skills.• Short and long term planning and forecasting.•Demand analysis.•Quality Management.

Previously worked as a Duty Manager on a busy utilities provider contract. My role involved monitoring and updating realtime adherence to ensure we achieved our service level agreement set by our Client.As well as this, I worked closely with our Outperform Delivery Manager, assisting with shift reviews and scheduling conflicts as well as identifying any changes in call delivery patterns.My role varied on a daily basis and involved a high amount of ad hoc reporting work for both the Client and the Operation.