Mohammad Samad Email & Phone Number

Hatfield, Gb

Hertfordshire, Hatfield

Hatfield, Hertfordshire, United Kingdom

Part of the OPEX (Operational Excellence) team visiting spoke sites to build newprocedures and exploring possibilities of ‘lean’ within current processes. PresentingA3 proposals to General Managers for consent and follow through on implementationwith regular meetings to update on progress. Build and execute new projects alreadysigned off by GM’s either at individual sites or across the business, reporting onprogress and collecting data for future projects.

Hertfordshire, Hatfield

As a Contact Centre Team Manager I am responsible for managing Contact Centre Advisors,effectively leading and managing the Contact Centre team ensuring all customer contacts are completed in a timely manner and exceeding the customer’s expectations. Monitoring the inbound/outbound call, email, webchat flow and staffing levels to ensure customer calls and e-mails are answered in a timely manner. Engaging and motivating the team to build a positive culture to improve morale and minimise staff turn over. Ensuring the smooth running of day to day tasks in the Contact Centre on shift and future shifts. Working with the Quality & Development department to help train and integrate new/existing members of staff, and ensuring that any remedial training of staff is undertaken. Handling escalations from Contact Centre supervisors in an effective and timely manner and undertaking HR related meetings, enforcing Contact Centre standards, and ensuring safe working practices are undertaken.