Jonathan Grant Email & Phone Number

Lymm

Warrington, United Kingdom

Warrington, United Kingdom

• Accountable for day to day operational management of a team of 10 colleagues, with additional responsibility for the development of team leads, across 2 shift patterns.
• Resource through the out of hour’s operation ensuring that individual and team performance metrics are achieved.
• Coach and mentor team members to achieve the call quality measure, stretching individuals through “GROW”, in order to exceed base line measurements.
• Responsible for team motivation and incentives, driving colleague satisfaction.
• Schedule the team’s activity to make sure that the service level for our enterprise customers through out of hours is delivered.
• Embrace change and analyse the team’s capability for new work streams, ensuring all training needs are met.

• Leading, managing, developing and motivating a team of 13 agents, delivering clear and stretching performance goals.
• Coaching and mentoring agents through both 121’s and call quality ensuring goals and targets are delivered.
• Creating an energised, engaged environment through high impact communication.
• Ensure sufficient resource to meet incoming call, email and live chat demand.
• Deliver First Time Resolution including promotion of Self Service tools.
• Working with the team and other departments to resolve issues using continuous improvement driving a “customer obsessed” culture.

Warrington, United Kingdom

• Manage, lead and inspire a team of 21 customer service agents to promote, encourage and improve the levels of performance and Company standards whilst seeking to identify continuous improvement in quality.
• Deliver the agreed customer service level, set by the client through management of average handling time.
• Maximise revenue through the delivery of hours and proactively identify the opportunity to enhance service delivery by challenging existing working practices and make recommendations.
• Optimise adherence on a daily, weekly, monthly status within the campaign budget through weekly meeting with senior management and the business delivery manager.
• Attend client relationship meetings, both on and off site to understand client requirements, manage client expectations and to build multi-site communication across the department.
• Effectively manage any absence and attrition within designated responsibility, identifying the reasons and reporting back through the internal processes provided.

• Design, implement, plan and prioritise coaching and development initiatives to all operational areas to effect a positive change in their performance. Identifying and supporting staff requiring improvement. Delivering.
• Embedding performance management principles throughout the organisation.
• Working with the Customer Insights team to ensure alignment with key industry standards.
• Identify trends and forecast future client needs to be able to implement on-going coaching needs.
• Provide innovative solutions and regular updates/presentations to the senior management team.
• Create, design and maintain detailed performance coaching documentation.

Btec National Diploma In Health Studies

BTEC National Diploma in Health Studies

Education record