Here at M.E.L, I am responsible for establishing processes and managing a team in the delivery of all outbound call centre (CATI) and face to face (CAPI/CASI) fieldwork as standalone method projects or as part of a blended solution, ensuring they are delivered to high quality standards. This involves:Regular analysis of team performance in conjunction with data insights and production of weekly and monthly reports specifying interviewer resource requirements and ensuring effective recruitment, training, and ongoing development of staffEnsuring effective interviewer allocation, performance management and utilisation ensuring processes are in place to support and continually improve high quality delivery.

Role Context • Responsible for leading, managing, developing, and motivating a remote team of 6 Field Performance Managers & remote external survey interviewers (150 FTE) deliver against project KPI’s (quality, timeliness, cost)• Regular analysis of team performance in conjunction with data insights and production of weekly and monthly reports specifying interviewer resource requirements and ensuring effective recruitment, training, and ongoing development of staff• Ensuring effective interviewer allocation, performance management and utilisation ensuring processes are in place to support and continually improve high quality delivery.Key achievements• Continuously Improved utilisation of external workforce by encouraging smarter allocation of work.• Reduced unallocated workloads via targeted recruitment activity.

Role Context • Start up and growth of Call Centre Sales Operations team for a Chartered Building Surveyors.• Full operational responsibility Operations and third-party providers.• Keeping up to date with industry/market trends and adapting strategy accordingly to increase sales of Valuations, Level 2, and Level 3 Home Surveys in relation to residential property purchase. • Sales & Relationship Management of Clients, Vendors, Estate Agents & MRICS Surveyors.Key achievements• Set up procedures and technology & established a functioning homeworking call centre during the Covid-19 pandemic.• Recruited a national remote workforce from start up.

Role Context• Lead Sales & Operation (New Business Sales, Key Account Management & Client Development • Full operational responsibility for outbound call centre sales staff though a team of four managers (100FTE outbound dialling on a Sytel dialler system).• Building strong relationships and managing day to day communication with internal and external third-party stakeholders ensuring on time and within budget project delivery.Key achievements• Relocated call centre operations to new business premises reducing operational costs.• Introduced & developed new telephone technology to improve process and business agility. • Increased profit through promotion of new data capture methods & revenue streams.

Role Context• Managed National Operations for a full-service Market Research agency. • Fieldwork Project Delivery for methodologies including Quantitative, Qualitative, Online, Mystery Shop (CATI, CAWI, CAPI)• Quality Manager responsible for ISO20252 and ISO900, IQCS & MRS Standards.• Managed day to day communication with key stakeholders.Key achievements• Relocated call centre operations to new business premises & introduced innovative technologies to improve performance and reduce cost.• Successful implementation of ISO20252 and ISO9001 developing toward ISO27000• Re-organised communications infrastructure to achieve cost savings & 40% increase in call centre productivity.• Successful implementation of company handbook and associated employee manuals and appraisal processes.

Role ContextManaged the Telephone Centre, Data Analysis and Data Processing teams Project Management and co-ordination of field work including mystery shop, quantitative and qualitative CATI surveys, depth/focus group, recruitmentWorking to a number of strict industry standards MRS ISO20252 ISO9001

Positions HeldHead of Sales: January 2007 - June 2007Sales & Operations Manager: January 2006 - January 2007 Call Centre Manager: September 2004 - January 2006Role Context• Managing all aspects of Business Unit sales for this training/skills company• Responsible for Operations which encompassed fifty onsite staff across two office sites. • Remote management of seven field sales executives • Lead team meetings to discuss results, provide training and give direction to exceed results.Key Achievements• Repeatedly secured/exceeded business unit sales targets.• Business owner for the development and rollout of a major CRM programme• Delivered £1m turnaround in business unit performance & 12% growth in profits.• Introduced and established outbound telesales as a new business strategy.

Positions HeldArea Telesales Manager: July 2003 - September 2004 Telesales Manager: July 1996 - July 2003Telesales Executive: November 1994 - July 1996Role ContextSupervisory and Management of telesales teams and back office processes.Responsible for 80-100 F.T.E across two sites Inbound/Outbound B2C. Direct reports included 5 Telesales Managers and 1 Administration Managers.

B2B Advertising Sales for local and national titles and management of key accounts.