Paul Flanagan

Paul Flanagan Email and Phone Number

Head Of Customer Service at Wavecrest @ Wavecrest Innovations
Paul Flanagan's Location
Oldham, England, United Kingdom, United Kingdom
Paul Flanagan's Contact Details

Paul Flanagan work email

Paul Flanagan personal email

n/a
About Paul Flanagan

Experienced Manager with a demonstrated history of working in the non-profit organisation management industry. Skilled in Trend Analysis, Negotiation, Analytical Skills, Coaching, and Quality Management.

Paul Flanagan's Current Company Details
Wavecrest Innovations

Wavecrest Innovations

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Head Of Customer Service at Wavecrest
Paul Flanagan Work Experience Details
  • Wavecrest Innovations
    Head Of Customer Operations
    Wavecrest Innovations Aug 2023 - Present
    Nelson
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  • Wavecrest
    Head Of Customer Service
    Wavecrest Sep 2020 - Oct 2023
    Nelson, England, United Kingdom
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  • The Guinness Partnership
    Operations Manager - Resource Planning
    The Guinness Partnership Feb 2016 - Mar 2020
    Oldham, United Kingdom
    I am responsible for providing accurate staffing and forecasting levels over several contact channels to ensure handling of customer calls into 200+ multi seater contact centre, via managing a team of Resource Planners. Responsible for forecasting and managing inbound, outbound, emails and live chat contact channels and to achieve departmental targets.
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  • The Guinness Partnership
    Customer Service Manager
    The Guinness Partnership Jul 2012 - Feb 2016
    Oldham, United Kingdom
    I was responsible for direct line management of 12+ customer service advisors to provide consistent excellent customer service to our customers via telephony or email contact within a 24hr contact centre. The role consisted of me conducting performance reviews, setting advisor objectives, adhering to absence management policies, general performance management, quality monitoring, conflict management, escalated customer calls. Developed several advisors to progress into other roles within the organisation.
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  • The Guinness Partnership
    Senior Customer Service Advisor
    The Guinness Partnership May 2010 - Apr 2012
    Oldham, United Kingdom
    I was responsible in assisting the customer Service manager in developing a team of 10 advisors, dealing with customer enquiries. Quality monitoring and providing one to one training, refreshers and delivery of any company briefs, ensuring my team was up to speed on the latest news.
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  • The Guinness Partnership
    Customer Service Advisor
    The Guinness Partnership Sep 2009 - May 2010
    Oldham, United Kingdom
    View

Paul Flanagan Skills

Performance Management Team Management Team Leadership Coaching Change Management Customer Service Stakeholder Management Process Improvement Public Sector Analysis Training Business Analysis Management Recruiting Leadership Governance Negotiation Training Delivery Customer Experience Resource Management Forecasting Shrinkage Quality Assurance Quality Management Complaint Management Data Analysis Trend Analysis Trend Forecasting Training And Development Customer Service Management Microsoft Excel Microsoft Powerpoint Microsoft Office Escalation Resolution Customer Escalation Management Escalation Benchmarking Performance Benchmarking Decision Making Key Performance Indicators

Paul Flanagan Education Details

  • Counthill Secondary School
    Counthill Secondary School

Frequently Asked Questions about Paul Flanagan

What company does Paul Flanagan work for?

Paul Flanagan works for Wavecrest Innovations

What is Paul Flanagan's role at the current company?

Paul Flanagan's current role is Head Of Customer Service at Wavecrest.

What is Paul Flanagan's email address?

Paul Flanagan's email address is pa****@****.org.uk

What schools did Paul Flanagan attend?

Paul Flanagan attended Counthill Secondary School.

What skills is Paul Flanagan known for?

Paul Flanagan has skills like Performance Management, Team Management, Team Leadership, Coaching, Change Management, Customer Service, Stakeholder Management, Process Improvement, Public Sector, Analysis, Training, Business Analysis.

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