Kyle Ross Email & Phone Number

A manager of managers responsible for 100 FTE within Sky’s Sales Retention Estate, including Advisor, Stepping into Management and 11 Customer Experience Leaders. Responsible for Sky's Mobile Retention customer base, handling 400k contacts per year and achieving optimal Customer and People Experience - NPS 80%+ and Employee Satisfaction 90%+.Compliance responsibility in line with business, sector and legal requirements.Delivery of key performance deliverables in line… Show more A manager of managers responsible for 100 FTE within Sky’s Sales Retention Estate, including Advisor, Stepping into Management and 11 Customer Experience Leaders. Responsible for Sky's Mobile Retention customer base, handling 400k contacts per year and achieving optimal Customer and People Experience - NPS 80%+ and Employee Satisfaction 90%+.Compliance responsibility in line with business, sector and legal requirements.Delivery of key performance deliverables in line with business objectives. Delivery of customer excellence initiatives involving behavioural and logistical developments to enhance business PSat and NPS KPI's. Liaison with estate wide supporting functions including Ops Control, Trading/Commercial and Change Implementation. Show less

Line manager of 14 FTE within the Sales Estate of Sky's Contact Centre operations. Responsible for performance management of both inbound and outbound business deliverables.Delivery of strong customer experience ensuring business initiatives are effectively utilised for continuous operational improvement.Strong zest for first time resolution balanced with good conduct to maintain customer excellence. Compliance responsbility for sector and legal… Show more Line manager of 14 FTE within the Sales Estate of Sky's Contact Centre operations. Responsible for performance management of both inbound and outbound business deliverables.Delivery of strong customer experience ensuring business initiatives are effectively utilised for continuous operational improvement.Strong zest for first time resolution balanced with good conduct to maintain customer excellence. Compliance responsbility for sector and legal requirements.An aptitude for people development with strong influential skills. Show less