Richard Goss Email & Phone Number

Manchester, England, United Kingdom

- Manage and provide leadership to the customer support team- Establish and implement customer support policies, processes, and procedures- Ensure the team's productivity and efficiency in handling customer inquiries and issues- Monitor customer satisfaction and quality metrics and make improvements as necessary- Conduct monthly 1-1’s and Quarterly performance assessments, review and discuss performance, identify development areas and any additional support / training… Show more - Manage and provide leadership to the customer support team- Establish and implement customer support policies, processes, and procedures- Ensure the team's productivity and efficiency in handling customer inquiries and issues- Monitor customer satisfaction and quality metrics and make improvements as necessary- Conduct monthly 1-1’s and Quarterly performance assessments, review and discuss performance, identify development areas and any additional support / training requirements - Create inbound call and case work volume forecasts at monthly, daily and intra-day level- Calculate staffing requirement based on forecasted demand and create operational shift patterns that best fit the workload profile- Review workload requirement versus actual staffing, highlight any shortfalls in capacity and proactively remedy. Where excess capacity exists identify most effective way to utilise time- Establish and review department KPI’s to ensure these reflect the business objectives and ensure the customer experience remains central- Create, establish and review our Operational Monthly and Quarterly Incentive schemes to ensure these support the Operational Objectives- Create and maintain reporting in Amazon Connect, Salesforce and Excel that allow monitoring of performance to KPI’s and Operational objectives at agent and department level- Update reporting on a regular basis, review performance, discuss this with individuals / teams and work towards achieving KPI’s, individual objectives and goals- Identify any areas of development with individuals and team, agree plan and timescales for improvement, and any support or coaching requirements- Proactively review overall Operational performance and existing processes. Identify areas for improvement and implement initiatives to enhance the customer experience- Collaborate with cross-functional teams to address customer needs and concerns- Stay up-to-date with industry trends and best practices in customer support Show less

Manchester, England, United Kingdom

- Answering general customer queriers- Resolving customer problems to ensure high customer experience levels were maintained and transition around airport was smooth- Proactively identify any security concerns and respond to requests to investigate- Respond and rectify any logistical problems efficiently

Glasgow, United Kingdom

· Responsible for creation and implementation of the strategic approach within the Planning / MI area that will deliver business objectives and meet contractual targets. · Liaise with Senior Management and Exec Team to ensure wider business requirements are fulfilled and Planning / MI outputs fully support the needs of internal and external customers. · Establish internal Planning and MI processes to support delivery of company / departmental objectives and contractual targets. ·… Show more · Responsible for creation and implementation of the strategic approach within the Planning / MI area that will deliver business objectives and meet contractual targets. · Liaise with Senior Management and Exec Team to ensure wider business requirements are fulfilled and Planning / MI outputs fully support the needs of internal and external customers. · Establish internal Planning and MI processes to support delivery of company / departmental objectives and contractual targets. · Line management and development of Capacity Planners, Resource Planners and Team Managers responsible for capacity planning, work allocation and real time management of circa 200 Service Engineers across England and Scotland. Show less

Manchester/Glasgow

· Responsible for strategic management of medium to long term forecasts and capacity planning models to deliver optimum organisational efficiency and maximise the performance of all customer contact campaigns, for circa 6M contacts per year across Operations and Claims. · Capacity Planning, modelling and cost effectiveness analysis for all Operational outbound campaigns. · Responsible for production of reporting and analysis of key operational call centre management information to Exec… Show more · Responsible for strategic management of medium to long term forecasts and capacity planning models to deliver optimum organisational efficiency and maximise the performance of all customer contact campaigns, for circa 6M contacts per year across Operations and Claims. · Capacity Planning, modelling and cost effectiveness analysis for all Operational outbound campaigns. · Responsible for production of reporting and analysis of key operational call centre management information to Exec team, Operational Management and contact centre teams. · Provide evaluation of performance, recommendation of new strategies, identification of potential improvements and support implementation in relevant area. · Provide ongoing input into Operational performance including detail on performance improvement opportunities and support training / development requirements. · Continually review and develop MI in line with the overall needs of the business, recipient requirement and user feedback. · Responsible for line management and development of MI Analysts, Senior Analysts and MI Developers within MI and Resource Planning team. · Responsible for delivery of planned development work ensuring stakeholder are continually engaged and regularly updated on progress. · Deputise for Head of Planning and Operational Strategy by maintaining a full understanding of end-to-end resource planning cycle and representing the department in his absence. Show less

Sheffield / Nottingham / Manchester