Workload distribution and supporting control of 15 technicians121s, RTWs, performance developmentWeekly QC monitoring across multiple disciplinesRegular SOP checksEnvironmental sample assessments - adhering to British standard methodsSample registration and preparationSetting and monitoring KPIsAssisting clients face to face, over the phone and via emailPO and subcontracting managementExperienced in company Kiazan events

At FirstSource Solutions, my responsibilities are;Manage team of 18 inbound customer care advisors for Lloyds Banking Campaign121’s, probations, performance development, disciplinariesCall marking/ quality assurance – 5 calls per agent per week (client sourced/dip checked)Site lead for Complaints and Customers in Financial Difficulty (CIFD)FPOC in absence of ACCM, picking up responsibilities and day to day managementClient relationship maintain – weekly performance and development callsLead for TM development through self-made starter pack/guide

Reason for leaving: Covid resulting in winding up on businessDay to day management of operations, workload distribution and control of 12 office-based sales/customer care advisors, 4 field-based sales and installation engineering team (internal and third party)Recruitment, 121’s, performance development, HR tasksKPI setting and developmentFollow customer journey – from initial sale to installation and aftercare/retentionPayroll – tracking commission and bonus structureClient relationship build and maintain – increasing client base by 150