I handle the day to day management for a site based in Poole, UK supporting our Client Google. Providing inbound support to over 12 Languages across multiple client products using Email, Chat, Phone and Social Media. Managing a workforce of up to 500 office employees (formally remotely). Key deliverables include:-• Line Adherence & Service Level Agreements• CSAT/DSAT management• High standard of Quality management• Weekly / Monthly and Quarterly Business Reviews to stakeholders within Google• WFM / MI / QA / L&D oversight with cross-department strategy initiatives to ensure effective deliveries outlined within our SOW

Responsibilities:• Identifying and assessing training needs• Creating tailored training plans and implementing training methodology to enhance skills and performance• Curating materials provided from our client into a cohesive and deliverable format• Manage completion assessments and ensure our workforces meet or exceed a proficiency score of 85%• Ensure all deliveries are completed within outlined deadlines and can be auditable• Observe and compile feedback for other Training Delivery Experts within the team• Share evaluations and feedback with Department Head• International Travel and Delivery of Training for a variety of Clients• Managing Data and ensuring compliance with Information Privacy / GDPR and other Code of Conduct parameters.

Similar to my position as a Tier 2 I was elevated to providing Tier 2 support to all Tier 1 employees we had working on the same products. In this role escalation management was a key responsibility and providing analytical support to our MI and Knowledge teams was essential. In this role I was also required to travel to locations to provide expert advice on Technical aspects of Mobile Telecommunications and Problem Isolation.

Supporting a wide range of contracts including: Tesco, Monitise, Orange, Vodafone, T-Mobile, Mobistar, INQ, HTC, AT&T and others. Providing 1-1 Support to customers with Technical and Customer queries.