Matthew Needs Email & Phone Number

• Responsible for analysing real-time performance data to ensure front line agents are delivering to our customers• Provide insight into daily and weekly performance to drive understanding and resources into areas of concerns and celebrate success.• Produce weekly Performance Plan presentations to take Senior Leadership Team through to review and discuss• Reviewing and understanding our performance vs plan and identifying key aspects to drive efficiency to enable us to meet our plan. Highlighting concerned areas and providing solutions to increase KPIs.• Liaising with key stakeholders explaining changes applied to their specific plans and impact assessing the changes made. Providing constructive outputs for them to not only meet but excel on KPI’s

• Delivered and facilitated training sessions surrounding growth to circa 51% of Help and Support agents across multiple sites.• Evaluated the effectiveness of training modules and provided recommendations for improvement and delivery to the project team (adding and removing skills to adapt with a changing market).• Coordinated ongoing technical training and personal development for new starter colleagues, team managers and delivery trainers.

Cardiff, Wales, United Kingdom

- Providing on-going support for 250+ customer service (inbound) colleagues, who have migrated call skill type for both Cardiff and Edinburgh.- During COVID-19 I've taken lead with the setup and support for Cardiff migration to home working (approximately 150-200+ people) - Quality assurance provided for the full CSS and CSS Lite upskill journeys for both Cardiff and Edinburgh sites- Guidance in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.

Cardiff, United Kingdom

Cardiff, United Kingdom

- From idea to implementation stage of a project around portrait photography and photoshop for 30+ stores (Wales and West).- Designed, created and rolled out a training suite in all stores to ensure colleague competency in photoshop packaging to increase customer satisfaction and overall revenue- Maintained tactical control of project budgets and timelines to keep teams on task and achieve scheduled targets.- Worked with graphic artists, post-production team members and other specialists to produce captivating and successful content.- Managed a quality assurance program, including on-site evaluations, internal audits and customer surveys.

Cardiff, United Kingdom