Ryan March Email and Phone Number

Managed at Operational level on behalf of a leading energy provider's Customer Service Department. Day to day responsibility for up to 500 Advisors, 26 Team Managers, 16 Performance Coaches and support function personnel, typical responsibilities included;•Motivating, leading, inspiring and mentoring an Op's group of 7 Team Managers, 4 Performance Coaches and a pool of Floor Walkers.•Promoting first time resolution as a core value across all employees.•Responsible for Team Manager and Performance Coach 1-2-1 reviews, appraisals, coaching, development, absence management and disciplinary proceedings. •Accountable for continued performance delivery and target realisation across multiple KPI's while demonstrating strong problem solving skills and RCA to continually improve the department•Designed and managed a Grad Bay process to reduce high absence and attrition levels faced by the business for employees with 0-3 month tenure and to improve Advisor learning and development•Strong stakeholder management skills, regularly attending client meetings to discuss current performance and future client goals•Real time managing of call traffic alongside offline Advisor interval reports to reduce AHT, busy back, and abandon rates. Analysing daily and weekly telephony reports to identify trends in order to forecast overtime requirements•Conducted regular analysis and RCA for the department to identify trends and improvement opportunities to continuously improve the department in all performance and quality aspects•Interviewing and assessing any new potential Team Manager and coach at the recruitment stage.•Ensuring complaints were managed effectively at each level and instilling a strong RCPS culture in direct reports•Responsible for the auditing and analysis of department financial transactions to ensure all goodwill payments followed company guidelines. Ensuring that the relevant training, coaching or disciplinary proceedings were undertaken as a result.