AchievementsPlanned and delivered to growth of an entirely new campaign from concept to recruitment and delivery of over 120 FTE across a 12 month period.Top performing business unit for people engagement scores across 2022/23.Spent 9 months on a project utilising Agile methodology with the goal of transforming the experience of our people across the whole of Sky's Customer Service Group, implementing new processes and policies.Played a significant role in the growth of Sky's Messaging platform which included the implementation of automation and bots, and ultimately winning a National Contact Centre Award for Digital Transformation.Creation and delivery of in-house leadership development scheme - with 7 graduates of the scheme securing permanent Team Manager roles in the last 24 months.Awarded 'Exceeding Expectations' consistently across annual appraisals.ResponsibilitiesLeading day to day operations of large scale sales retention campaign, handling over 12,000 customer contacts weekly within an Ofcom regulated operation.Directly responsible for 8 Team Leaders and around 120 Retention Advisors - indirectly responsible for around 300 Advisors. Often stepping in for Head of Operations.Implementing short and long term strategies to achieve operational and business goals through coaching and mentoring high performing sales leaders and conducting regular performance reviews and individual feedback. Responsible for the delivery of business KPIs across a wide range of commercial, customer and efficiency metrics.Lead the site diversity and inclusion strategy with a focus on charity and community.

AchievementsProven record of exceeding KPIs and consistently leading site overall scorecard results including record breaking NPS scores.Led one of the founding teams within Sky's Sales Messaging platform, contributing to strategy and growth of the campaign.Part of a team who won Contact Centre of the Year at the North West Contact Centre Awards.Multiple members of my team went on to achieve promotions within the business, with my leadership and development cited as a significant contributing factor.ResponsibilitiesLeading a team of 14 Sales Advisors within a Sales retention function on both Voice and Messaging platforms to deliver business objectives and KPIs through effective development, motivation and team building.Tasks include sales coaching, conducting one to ones, performance management, quality and compliance monitoring, training, complaint handling, absence management and conducting HR investigations and meetings.Development of team to achieve personal and professional goals.Led the site Engagement Team which included creation and delivery of site 'overlay' incentives designed to deliver targeted performance improvements.