Michael Hewison Email & Phone Number

United Kingdom

United Kingdom

Sunderland, England, United Kingdom

Sunderland, England, United Kingdom

- Set the strategic direction of Real Time team and manage overall delivery of real time and operational metrics of the business- Work with key stakeholders to ensure WFM initiatives and priorities are aligned and delivered to meet KPI requirements- Work with the onsite and remote WFM team to provide real time playbook alignment for the business- Responsible for the driving achievement of real time metrics- Co-ordinate with Operations to ensure WFM processes and practices are in… Show more - Set the strategic direction of Real Time team and manage overall delivery of real time and operational metrics of the business- Work with key stakeholders to ensure WFM initiatives and priorities are aligned and delivered to meet KPI requirements- Work with the onsite and remote WFM team to provide real time playbook alignment for the business- Responsible for the driving achievement of real time metrics- Co-ordinate with Operations to ensure WFM processes and practices are in place and properly executed- Ensure effective use of resources and automated systems- Implement productivity and revenue increase by driving efficiency and other related metrics and initiatives - Act as an escalation point to address and resolve real time support matters for the business- Manage the ongoing development of the onsite RTA teams (Employee satisfaction, upskilling) Show less

• Optimise contact centre real time and short term performance• Managing team including Senior Real Time Analysts, Queue Analysts, Mitigation Manager and Systems and Domestic Support co-ordinator• Work closely with IT services and providing a link between business and IT department. My team logs, communicates and supports resolution of IT related problems as well as pulling together reporting on time lost by business and associated costs • Work with several different external… Show more • Optimise contact centre real time and short term performance• Managing team including Senior Real Time Analysts, Queue Analysts, Mitigation Manager and Systems and Domestic Support co-ordinator• Work closely with IT services and providing a link between business and IT department. My team logs, communicates and supports resolution of IT related problems as well as pulling together reporting on time lost by business and associated costs • Work with several different external partners on and offshore across both front and back office monitoring performance and providing support to help partner achieve commercial targets Show less

Houghton Le Spring, England, United Kingdom

• Carry out 13 week lean transformations within various business areas• Promote and embed a culture of continuous improvement across service delivery with a key focus on lean management• Provide consultancy to front and back office around lean management specialising in organisation and structure lens• Design, deliver and evaluate continuous improvement plans• Led on various different projects focused on improving customer experience across various platforms including voice… Show more • Carry out 13 week lean transformations within various business areas• Promote and embed a culture of continuous improvement across service delivery with a key focus on lean management• Provide consultancy to front and back office around lean management specialising in organisation and structure lens• Design, deliver and evaluate continuous improvement plans• Led on various different projects focused on improving customer experience across various platforms including voice, digital and correspondence Show less

Peterlee, England, United Kingdom

• Design and deliver training in line with organisations learning and development strategy• Evaluate success of training delivery to ensure that training objectives have been achieved• Point of contact for departmental requests for learning and development department services offerings• Design and present recommendations and reports to senior management specifically focusing on skill gaps and impacts of these

Houghton Le Spring, England, United Kingdom

• Investigate and assume personal responsibility for customers complaints of all types or enquiries liaising with external parties and other parts of the business where necessary• Keeping customers informed throughout the complaints process to full resolution to enhance overall customer satisfaction

Peterlee, England, United Kingdom

• Handling incoming customer service calls dealing with queries that customers had regarding their energy account