Nicolas Charlton Email and Phone Number

I am an Operational Manager in Sky Newcastle working on site to help support the vision of offering the best service in the country .Key Accountabilities include:• Manage the full operational model of the Customer Service Centre including strategic direction• Conduct learning needs analysis and identify key areas of focus and appropriate interventions• Coach, mentor and develop Leaders to consistently deliver high performance• Identify and implement continuous improvements to enhance service delivery and call quality• Lead initiatives to enhance People Engagement• Ensure all performance targets and objectives are achieved• Recognising the potential in people and building their capability to improve, providing both positive and constructive feedback in a timely and effective way • Lead, motivate and inspire teams to achieve a net promoter score of +60 points through people development initiatives• Working in collaboration at all levels to build and stretch service performance across all KPIs. This includes being able to analyse data to identify trends, strengths and improvement opportunities, driving positive change and better ways of working and inspiring others to embrace and embed the change• Self-aware, and a full understanding of my own strengths and being able to continuously self-develop to maximise my potential and my contribution, sharing my learning to support and improve the performance of my team• Lead and take responsibility for specific aspects of the site operations plan, including change activity, providing clear direction, monitoring and measuring outputs. • Create a happy place to work, where every conversation is a great one, maximising all opportunities to reward and recognise people, so that they feel supported, valued and inspired