Joanne Brown Email and Phone Number

Responsible for the Customer Complaint department, Data and Reporting Performance function, and The Work Force Management teams;Creating, leading and motivating a team and ensuring that they are delivering the highest level of Customer Service in line with all agreed KPI’s. Ensure Customer complaints are resolved inline with Customer requirements and customer experience objectives. Required to support continuous improvement across the centres to drive the effectiveness and efficiency. Working with the Head of Contact Centres in a pivotal role in smooth operation of the centres by providing clear direction and support. Data and Reporting performance will enable any transition of Contact Centre Operational services covering Networks, telephony and database administration, ensuring high levels quality documentation of all processes and procedures required and internal knowledge base platforms are updated accordingly. Working closely with Head of Contact Centres to understand target operating and align resulting resource and capacity requirements across all planning activities to ensure service levels and abandonment rate targets are achieved, including capacity planning 3-12 months, resource planning and scheduling 1-3 months and real-time resource availability planning.

Managing the Customer Service team in a Contact Centre through implementation of the Customer Service business plan and excellent people management practices, resulting in improved financial, people and customer results.

Implementing and delivering Sales and Customer Service proposals through presentations for potential Major Account customers, working closely with senior management and corporate sales to secure business and revenue growth. To hold regular reviews with both Global and Major Account customers as well as Account Managers, to identify any reveune opportunities or implement any ideas for continuous improvement.