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Operations Team Leader    Successfully lead and motivated agents to ensure strict adherence of KPI’s and SLA, while proactively managing performance.Developed and coached agents to maximise performance and quality activity through side by side extensive coaching and training. Proactively monitored team and department performance against KPI’s and SLA’s and took appropriate action to remedy any negative trends.Conducted monthly 121’s and document support and guidance and actively encourage agent’s personal development to increase performance and development.Analysis on team statistical data to ensure achievement of KPI’s and area of development needed. Contribute to weekly team meeting and monthly Team Manager/Team Leader briefing sessions and taking away actions to and actively promote messages discussed to agents.Championed clear communications by cascading company messages to agents, checks for understanding and actively provide feedback to Senior Management.Maximise occupancy by ensuring team adherence to predetermined staffing schedules and dialler rota.Championed complex calls, and escalated manager calls as part of the escalation process.Carried out interviews to recruit new members of staff to the operations team.Monitored team sickness & absence holidays and adherence and ensure this is managed within the policies and appropriate action is taken.Lead by example of the Lowell values, actively working within the ethos the company set and encouraging my team to work to the same standard.Ensured all staff are fully briefed on TCF, Conduct Risk and FAIR.Demonstrated that the customer is at the heart of the business through behaviours and mind-set.

Developed and maintain QA processes and compliance standards for Contact Centre departments, and functions.Successfully managed, motivated and developed a team of 10 QA officers to successfully drive quality, efficiency and an enhanced customer experience through 1-2-1 coaching and performance reviews.Plan and forecast QA team workload to insure auditing requirements are met in a timely manner for all business units.Developed and distribute weekly and monthly trend reports to management teams for coaching, feedback and to assist in meeting business goals and objectives.Recommended ongoing training needs and coaching plans based on trend analysis.Maintain collaborative relations with leadership from all internal and external to assure consistency in quality processes and adherence to processes and procedures.Ensure calls and emails are answered with agreed SLA’s and in an appropriate manner.Responsible for the random selection & monitoring of calls, highlighting areas of excellence, improve net and regulatory breaches to improve call quality, customer experience and minimise risk and errors. Responsible to facilitate/organise call calibration sessions with key clients (BPO, Regulated & non-regulated) regarding call quality, with the means to demonstrate compliance to increase allocation of work.Arrange incentive to motivate and encourage staff.Effectively increased productivity through effective coaching techniques, and provide extensive feedback/ presentations to a variety of different target audiences.Proven track record for improved call quality and performance within a fast-paced environment.Exercise FCA principles/ Adhere to regulations and data integrity.