Lee Mcmaster Email & Phone Number

Blackpool, Gb

Extremely proud to be Contact Centre Manager for one of the busiest Public Sector Inbound Telephony Lines, leading a team with the ultimate goal to provide the ultimate customer service for our client, customer and ensuring the Campaign is a Great Place to work for all colleagues. Whilst the role is focused on driving performance, minimising costs by reducing inefficiencies and maximising profitability leading as an ambassador for the companies Social Values and TOPs is just as important!

During my time as ACCM for Teleperformance I lead a team of up to 12 Team Leaders and over 200 B&M and WAHA direct reports.Proud SME and operational lead on various public sector contracts. Key Successes• Operational Lead on numerous public centre campaigns delivered 12% on target and maximized revenue through performance management.• Financial and quality targets on all campaigns have exceeded Client and Company expectations. quality 98% vs 90%.• Created a strong network of support with external and external stakeholders to ensure success; evidenced on all campaigns I have led on. Strong solid HR relations.• Maximised performance and reduced inefficiencies for all team’s performance, generating the Highest B2P. • Increased productivity by focusing on performance by encouraging a culture of engagement enthusiasm, honesty, drive and delivery of excellent customer service. • Champion of Tops within the Campaign – Command Exceeding Expectations in deliver. Using tops to maximise efficiency.• Encouraged a one team mentality, by driving the company values and ultimately put the customer and overall team first to achieve success.• Received Client recognition.• Joint chair of FWR meeting working with planning to ensure employees and business needs are met on a weekly basis.• Created SOPS for Absence line and Adherence.• Leader of the Team Leader Community and is Chair of Pride@TP

Represented Serco - Managing relations and performance for up to 12 Subcontractors/Suppliers. for the Covid-19 119 CampaignDuring the campaign ramped up and down Suppliers rapidly at very short notice to clients need based on performance and financial metrics whilst maintaining positive relationships. Continued development of the supplier management processes and systems working with external and internal stakeholders across all businesses.Implemented quality agreements and other performance KPIs with subcontractors / suppliers ensuring through performance management these metrics were met.Responsible for supplier audit management including P&L and approving invoices ensuring invoices were submitted, approved and paid in time.Provided direct input into the Management Review process and manage any Supplier Quality actions as a result of a Management Review I conducted.Assisted and facilitated customer complaint investigations for complaints related to subcontractors/suppliers reporting back to the Client and working with Suppliers to provide first contact resolution.Liaised and was the central point of contact for all technical issues at the contract repair facility working with internal and external stakeholders to minimise loses.Monitored measured, and reported partner performance on a daily basis reporting back to the main Client.Acted very independently, collaborating with internal and external teams, to make decisions that impact the expenses, product quality, and customer/client satisfaction

Blackpool, England, United Kingdom

Operations Manager of a team of up to 18 Team Managers and over 400 home working direct reports various government contracts including Test and Trace, Vaccine 119, Monkey Pox and DWP contracts The high profile of these contracts involves adapting daily to the challenges of the latest Heath emergency. Ensuring the clients and team needs are met and exceeded. Working with Internal and External Suppliers to drive and improve quality standard, implement policies and procedures achieving Kpi’s and SLAs.During my time with the business, by coaching and developing my team I have:• Taken an Operation Lead on Engagement across the whole Contract working with the project management team to start up 3 Contracts.• Improved completed call rate from 19% to 29%• Reduced AHT by 15%• Reduced and improved attrition by over 25%• Improved sections quality scores from 26% to 96%Created the best performing sections by encouraging a culture of engagement through enthusiasm, drive and championing a high standard of customer service. In all my roles I encourage a one team mentality living the company values and putting the customer and overall team first

Palma Area, Spain

Contact Centre Operations Manager for Hotelbeds B2B2C e-commerce operation, which operated businesses on behalf of EasyJet under the brand "EasyJet Holidays". Hotelopia and Luxair City Breaks.Operationally responsible for two Tour Operators, and a world leading bed bank within a multilingual contact centre based in Palma Majorca and a UK based homeworking sales team. The contact centre was divided into four departments, Sales, Pretravel, On the spot Duty office and post travel complaints at peak receiving 2000 contacts a day via webchat, email or telephony. The role involved successfully managing and working together with 3rd Party Partners and managing the contact centre teams to achieve business fiscal objectives, Sales Targets, PCI compliance, policies and strategies in a highly competitive and ever-changing market whilst protecting the brands and ensuring customer excellence throughout their journey. Unfortunately made redundant due to COVID-19.

Leeds, United Kingdom

• Led one of the most successful sales teams of 40 Group Sales agents within the Jet2holidays Contact Centre. Constantly achieved industry leading conversion over 45%. Retail sold on 94% on all bookings, revenue and SLA targets regularly met.• Achieved team and individual targets through Weekly and daily 121´s, coaching, group training, empowerment and call quality monitoring.• Took a lead amongst my peers by problem solving and very proud of my first point resolution skills when dealing with both Direct/Trade customers and internal stakeholders.• Daily liaised confidently with all Stakeholders from Contracting, product, revenue and overseas agents to actively develop, promote, sell and protect the Jet2 holiday and .com brand.• Involved in recruiting sales agents and other contact centre staff across all departments.• Achieved the best Sales performance for any Overseas contact centre in the company’s history when running an overseas contact centre during the period of 18 Nov – March 2019 in Mallorca. • Followed, implemented and trained PCI, FCA compliance passing all audits.

Blackpool, United Kingdom

• Managed four of the busiest Flagship stores with an annual turnover of £12,000,000, 70 team members and 8 under managers.• Achieved wage budget off less than 5% including management costs by driving high levels of productivity and efficiency via performance management and resource planning.• Responsible for everyday running of the store from the Stockroom, health and safety, back office to the shop floor within a fast paced, high pressured and exciting retail environment ensuring the highest standards possible.• Constant reprioritising of stock and merchandising was essential to ensure sales targets were always achieved and new product lines were maximised to their full potential by generating sales in store. • Trained and recruited team members implemented company policies and procedures. Managed to keep staff turnover below average by creating a positive team environment despite always working under pressure with a no-nonsense attitude,• Encouraged “wowing” customers and stakeholders by implementing through training outstanding customer service.

MY TRAVEL JUN 2004 – DEC 2005Europe Wide Resort Manager• Achieved and exceeded Sales and customer service targets for resort.• Achieved a complaint ratio for resort below company target of 1% through customer negotiation and problem solving • To ensure that service delivery was optimised and profit maximised through effective people management. I managed up to 16 direct reports, ensured that they are achieved both sales and customer service objectives as customer service representatives• The role included one to one training, coaching and support• As a team controller that covered over 60 hotels I also had to maintain supplier relations, negotiating direct payments and ensure that they are abiding by their contract• On a twice weekly basis controlled the Airport which can at times be high pressured• Resorts worked in include: Corfu, Gran Canaria, Lanzarote, Costa Brava and Costa Blanca

Tunisia