• Maintaining a high standard of Professional Practice is met at all times on the part of the staff through personal example.• Supporting business strategy and Client requirements whilst ensuring a fair outcome for all.• Manage and Lead a team of Product Coaches and Quality Analysts, ensuring all objectives and targets are achieved within day-to-day supervision and responsibility for allocating their work ensuring that they are utilised effectively to a high standard to meet the requirement of the BPO department.• Conduct all performance reviews and yearly staff appraisals in accordance with company procedure in the agreed time scales and have the support in signed documentary evidence for inspection on demand and to monitor and maintain appropriate records for time keeping.• Recruitment selection of staff for BPO contact centre roles to ensure a skilled and effective workforce.• Greeting and welcoming new starters to the business and being responsible for all inductions including classroom and grad Bay through to operational sign off.• Creating training and coaching documentation ensuring all are clear and engaging.• Production and maintenance of lesson plans for all induction and ad hoc training.• Production and maintenance of records for individuals or groups ensuring all skill matrix and other records are up to date.• Monitor all delivery for effectiveness and adapting one appropriate utilising surveys where appropriate.• Prepare Management Information reports as required.• Mentor direct reports to cultivate skills and improve performance. Increasing consciousness of the inter relationship between each team and the wider business.• Creation and Maintenance of all process flow’s, procedures, and general documentation. Ensuring all are maintained to accurately reflect current process across the BPO contact centre department.

• Quality assurance monitoring for audit and process improvement of customer journey.• Motivate and encourage my team with a professional, friendly and approachable manner sharing best practise.• Development and Implementation of Customer Service Standards/Policies for departmental improvement.• Customer Service Standards Analysis – Inclusive of standard process through escalation strategy.• Contribute to join steering groups for the purpose of operational efficiency improvements and overall customer satisfaction strategy.• Supporting the team through coaching conversations, ensuring the team deliver a great customer experience for their customers whilst being able to achieve a range of KPI’s.• Range of administrative roles such as Bill to Paid and Profit and Loss.• Resource Planning• Liaise with Learning and Development team to ensure that the level of training advisors received is up to date in line with Irish legislations.• P & L & Budgetary Analysis and Application.• Range of HR processes such as on boarding and Absence Management. • Recruitment and recruitment strategy analysis.