Joanne Temple Email and Phone Number

Produced a portfolio of operational excellence – identifying operational best practise across our wider business and quantifying with real to life case studiesInvestigated and provided a proposal to support a ‘Bureau’ approach for future small and short term business opportunities including structure, resource, and set up costs.Created multiple client logo case studies in a full marketable format for future use – gaining business and client sign off Provided competitive, credible… Show more Produced a portfolio of operational excellence – identifying operational best practise across our wider business and quantifying with real to life case studiesInvestigated and provided a proposal to support a ‘Bureau’ approach for future small and short term business opportunities including structure, resource, and set up costs.Created multiple client logo case studies in a full marketable format for future use – gaining business and client sign off Provided competitive, credible, workable operational solutions for both prospective and existing clients within the private, public, financial services and utilities sectors.Meeting strict deadlines often on multiple bids, and dealing with extreme pressure.Attended various webinars and forums focusing on operational excellence and service delivery – shared outputs with the wider team including white papers and written case studies. Show less

Direct and control a contact centre operation of up to 650 FTE and ensure the successful delivery of the business strategy through excellent customer service. Develop, lead and manage a team to deliver an effective and profitable operational unit on behalf of the client in line with commercial and contractual agreements. Implement strategies to improve the level of service delivered to our customers. Lead and direct the management team within the contact centre operation to ensure… Show more Direct and control a contact centre operation of up to 650 FTE and ensure the successful delivery of the business strategy through excellent customer service. Develop, lead and manage a team to deliver an effective and profitable operational unit on behalf of the client in line with commercial and contractual agreements. Implement strategies to improve the level of service delivered to our customers. Lead and direct the management team within the contact centre operation to ensure that all employees are engaged in the delivery of the operations and business strategies.Responsible for developing a culture, which embraces change to enable the successful delivery of all change programmes. Show less

To manage the operational performance of the contact centre to ensure the successful delivery of the business strategy through excellent customer service.Accountable for ensuring that all operational KPI’s are achieved to maximise growth and value across the organisation.Implement strategies aimed at improving customer and employee satisfaction.Develop and promote an environment that is focussed on performance, achievement and continuous improvement in business and customer excellence.

To manage operational performance to ensure the successful delivery of the business strategy through excellent customer service. Lead and direct a team within the contact centre operation to ensure that all employees are engaged in the delivery of the operations and business strategies. Coach and support team of Customer Service agents to achieve performance and quality targets