Operations Manager for a 120 seat dual site contact centre.

Managing 3 teams within the DC proposition in Alexander Forbes:Telesales (Team of 6) Responsible for all new business leads. I have been key in driving change within the team to ensure that quality appointments and a consultative approach to prospeting is key to everything we do. Desk Based Account Managers (Team of 2) - Responsible for introducing the Desk Based AM role to the proposition. Their key focus initially was to re engage 'orphaned' clients and inturn increase revenue… Show more Managing 3 teams within the DC proposition in Alexander Forbes:Telesales (Team of 6) Responsible for all new business leads. I have been key in driving change within the team to ensure that quality appointments and a consultative approach to prospeting is key to everything we do. Desk Based Account Managers (Team of 2) - Responsible for introducing the Desk Based AM role to the proposition. Their key focus initially was to re engage 'orphaned' clients and inturn increase revenue generated from them.Helpdesk (Team of 8) Instrumental in developing the Helpdesk team to ensure that they are embedded in everything that we do within the DC proposition. The team now provides support to clients, members and internal teams alike. Show less

Worked with the management team to improve the telesales team in all areas as they were disengaged and under performing. This was achieved by introducing education programs, amending bonus structures, introducing KPI''s into the team as well as performance management programs where required.

Responsible for the management of 3 affinity relationships. The main objectives within this role was to increase referral business into Loans.co.uk, reward affinity associates and identify new referral opportunities.Played a key role in the launch and the development of new affinity relationships.

Postitions Held- New Business Advisor- Client Chaser- Packager- Team Leader