Nichola Walker Email & Phone Number

Dagenham, Gb

Dagenham, Gb

Romford, England, United Kingdom

Quality Assurance Monitoring and reporting, ensuring all SLA’s are consistently met, providing monthly 121 coaching quality feedback sessions on a one to one basis, carrying out back to work meetings with direct reports, HR policy and Disciplinary confident, welfare visits for long term sick cases, monitoring on a real time basis, analysing contact centre data to drive staff performance, final stage customer complaints and escalations, probation review meetings with three possible outcomes Pass/Extend/Fail, personal improvement plans (PIP), brief all new process changes to the whole department, encourage a happy positive working environment, talent spotting in recruitment process identifying the right individuals for specific roles, tactics meeting to schedule and forecast busy business days to ensure operation runs smooth, coach develop and train.• Effective management and leadership of dedicated team daily. Liaising with other Team Leaders to ensure effective running of the department. • Daily management of KPI performance and action to ensure we meet targets.• Coaching, developing and evaluating all staff to have personal development plans to progress within the company. • Ability to resolve difficult customer enquiries and a willingness to take over difficult customer calls and bring to a successful conclusion. Pro-actively manage team targets within high service levels• Ensuring clear and accurate communication is always cascaded throughout the team and understood by all team members. • Ensuring attendance, punctuality and absence procedures are followed within HR guidelines and accurate records are maintained. Implementing the companies agreed disciplinary processes as and when necessary. • QA monitoring of agents by assessing a sample of calls, emails and live chats and marking against agreed quality guidelines. • Interviewing / assessing possible new recruits ensuring new staff have the right qualities to succeed

Barking

In this role, I am responsible for analysing and reporting real time and weekly performance for Telebet, Customer Support and Elite, within the global resource planning team.

Barking

Supporting the team managers and monitor the day to day customer support operations for the Interactive and Retail business including proactive and reactive responses. Provide a first line escalation function for the Advisors.

Barking

Liaising with various departments to resolve account issues, Handling customer accounts/funds, resolving customer enquires/complaints, Handling customers card details, dealing with transaction histories, placing transactions over the telephone, opening and closing accounts, Handling VIP customers and large transactions, promoting new offers/services, whilst also recognising responsible gambling triggers, escalations – taking over calls for other advisors.