Team Manager
Cardsave
Grimsby, United Kingdom
I was promoted to Team Manager in November 2011 from being a processing agent/trainer. Originally I started out managing the new application team, assessing and processing new Customer applications.We focused on service levels, time management, error reporting, agent training and were heavily focused on achieving the sales targets for new customers and company growth. We worked very closely, directly with the sales teams on the road to gain additional information to make sure that the applications we processed had all the necessary information to turn the sale into a new customer.We consistently achieved the month end targets to help grow the business and I learned many management techniques such as GROW, SMART, DISC, PDPs and 1:1 and coaching skills.In 2012 I was offered the position to manage the telephony team for new customers. This was a new challenge for me as I had never managed telephony before and I was eager to test myself.We focused on customer service and account amendments. The two roles of the team made for a very interesting dynamic and it was a lot of fun balancing the administration aspect with the calls.We strived for a 4 hour response time on email/letter traffic and a call service level of 20s answering time. We consistently achieved this by pulling in agents from the boarding team when calls spiked during the busiest times of the day and by creating rota's and dashboards for the amendments traffic to monitor peaks and troughs. It was a very reactive role, fast-paced and I really enjoyed the challenge. I introduced morning buzz sessions, a team dashboard to show progress, call stats for each individual and team and call coaching and monitoring to make sure our customer service was the best it could be. The team and I had a great time achieving for Cardsave and I really enjoyed my time with them.I was offered the role of project co-ordinator in march 2014 for Worldpay and eagerly accepted, looking forward to the new challenges.
