Joe Bibby Email and Phone Number

• Managing relationships with both our onshore and offshore partners.• Driving performance within our Outbound Dialling team.• Designing and implementing our outbound dialling strategy for the current quarter and upcoming quarter.• Listening to Agent calls to locate pain points within the scripts/call flows, and implement any new ideas to help improve results.• Managing relationships with internal stakeholders to ensure we maintain interdepartmental relationships.• Attend… Show more • Managing relationships with both our onshore and offshore partners.• Driving performance within our Outbound Dialling team.• Designing and implementing our outbound dialling strategy for the current quarter and upcoming quarter.• Listening to Agent calls to locate pain points within the scripts/call flows, and implement any new ideas to help improve results.• Managing relationships with internal stakeholders to ensure we maintain interdepartmental relationships.• Attend project calls to ensure the department needs are met for any upcoming changes. Show less

• I have functional knowledge of key TalkTalk data systems, using these I am confidently able to link up data points to produce insight and key stakeholder information.• I am responsible for the creation & management of contact centre forecasting reporting demonstrating the effectiveness of processes, investigating trend analysis & developing change to mitigate Contact Centre over spend• Demonstrated exceptional stakeholder management by creating relationships & establishing ongoing… Show more • I have functional knowledge of key TalkTalk data systems, using these I am confidently able to link up data points to produce insight and key stakeholder information.• I am responsible for the creation & management of contact centre forecasting reporting demonstrating the effectiveness of processes, investigating trend analysis & developing change to mitigate Contact Centre over spend• Demonstrated exceptional stakeholder management by creating relationships & establishing ongoing catch ups/meetings to ensure everyone is aligned, both internally and with the outsource partners• I have assisted on multiple projects within CS and Loyalty spaces in ensuring we have forecasts in place and the right amount of people to service any new or historical campaigns• I regularly inform the operation on how we have performed in previous weeks or days when needed. Outlining where we lie in relation to where we should be based on partner performance.• ● I Deliver a weekly handover pack to the Service Delivery Team to enable them to manage the Contact Centre performance on-the-day. This pack is also shared to the wider business to keep the Operational Team aware of ongoing activities across the Consumer Business• I am responsible for ensuring the Contact Centre demand forecasts are uploaded into DAS to ensure accurate reporting can be completed• I Develop & Communicate Call Centre demand forecasts enabling key stakeholders to plan for expected performance and potential impacts to Service Levels and OSP spend Show less

• Creating schedules across a number of channels to ensure the operation has full coverage to meet demand and Service Level targets.• Provide on the day Real time analysis to the operation whilst making amendments to the plan to mitigate any impact to SL.• Provide intraday forecast for 1-5 weeks to the operation and make any recommendations for movement of resource within the 4 weeks, whilst making moves myself from 5th to 13th week• Working closely with outsource partners to… Show more • Creating schedules across a number of channels to ensure the operation has full coverage to meet demand and Service Level targets.• Provide on the day Real time analysis to the operation whilst making amendments to the plan to mitigate any impact to SL.• Provide intraday forecast for 1-5 weeks to the operation and make any recommendations for movement of resource within the 4 weeks, whilst making moves myself from 5th to 13th week• Working closely with outsource partners to discuss commitments and challenging them on any under/over delivery.• Working closely with Ops Managers and Heads of Department to build relationships and discuss the ongoing plans.• Working with Senior RPA’s on projects and future changes to the operation. Show less

• Responsible for workforce optimisation resource planning in a multi service Contact Centre by both long- and short-term forecasting and the scheduling of staff to meet volumes for all access channels.• To provide analysis and service improvement recommendations on hotspots, future resource planning and scheduling to address areas of service failure.• To make recommendations on the appropriate resource levels needed to achieve KPI targets for the various customer access… Show more • Responsible for workforce optimisation resource planning in a multi service Contact Centre by both long- and short-term forecasting and the scheduling of staff to meet volumes for all access channels.• To provide analysis and service improvement recommendations on hotspots, future resource planning and scheduling to address areas of service failure.• To make recommendations on the appropriate resource levels needed to achieve KPI targets for the various customer access channels.• To report on the KPI’s, customer satisfaction and quality data. Complete trend analysis, identifying root causes and service improvement recommendations, on the different customer access channels to provide an excellence service and first contact resolution to customers.• To use the information collected to predict future trends in the service (up to 12 months ahead) and decide on actions needed to maintain performance and improve the customer experience.• To be responsible for the Contact Centre IVR messaging, telephony system & Collections systems ensuring it is reviewed and updated on a regular basis by working with the IT department.• Management of Collection tools ensure the tools are up to date with latest maintenance release and deliver new developments into latest version. • Developing and leveraging close relationships with business partners to enable successful delivery on operational goals.• Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans – model and coordinate with the operation to ensure business objectives and customer satisfaction is achieved.• Responsible for the daily dialler campaign performance and efficiency. • Maintain & ensure workforce management application is used in the most effective way to minimize effort and maximize efficiency.• Using root cause analysis to influence planning, forecasting and resource requirements. Show less

Outbound calling to customers introduced from brokers, direct marketing and renewal channels. Increasing customer retention by contacting existing customers to promote car finance renewal offers. Build rapport with customers maintaining a friendly, empathetic and professional telephonemanner. Build effective relationships with Go Car Credit’s dealer network to enhance customerexperience and maximise conversions whilst also demonstrating excellent product knowledge and provide… Show more Outbound calling to customers introduced from brokers, direct marketing and renewal channels. Increasing customer retention by contacting existing customers to promote car finance renewal offers. Build rapport with customers maintaining a friendly, empathetic and professional telephonemanner. Build effective relationships with Go Car Credit’s dealer network to enhance customerexperience and maximise conversions whilst also demonstrating excellent product knowledge and provide customers with all the information they need. Confidently handle customer objections through effective questioning, establishing customer needs and offering a tailored solution. Gathering information from customers to establish their eligibility/suitability for our products. Complete finance applications ensuring accurate data capture at all times. Show less

Undertaking everyday admin tasks as well as some small projects to help the business run more efficiently within the Telecare sector.