As the LPG Business Support Team Leader within the Residential Contact Centre, I lead a dynamic team responsible for optimising operational efficiency through innovation and AI, enhancing customer experiences, and fostering a culture of continuous improvement. With a focus on four key teams, my role encompasses strategic oversight, team leadership, and collaborative engagement across various functions. LPG Business Support Team: - Spearheading knowledge management initiatives… Show more As the LPG Business Support Team Leader within the Residential Contact Centre, I lead a dynamic team responsible for optimising operational efficiency through innovation and AI, enhancing customer experiences, and fostering a culture of continuous improvement. With a focus on four key teams, my role encompasses strategic oversight, team leadership, and collaborative engagement across various functions. LPG Business Support Team: - Spearheading knowledge management initiatives, process design, and SOP implementation to streamline operations.- Facilitating change management processes and ensuring effective communication strategies to drive organisational alignment with our onshore and offshore teams.- Providing robust systems support to enhance team productivity and effectiveness.- Stakeholder engagement and management- Leveraging AI solutions to streamline operations. Coaching Team: - Leading a dedicated coaching team focused on empowering sales and service agents through personalised coaching and support.- Use data to implement strategies to enhance agent performance, optimise processes, and ensure consistent service excellence. Learning and Development Team: - Overseeing the development and delivery of comprehensive training programs and system into the Learning Ecosystem, empowering agents and fostering a learning culture. Customer Experience Team: - Managing informal and formal complaints received throughvariouschannels, including Ombudsman Schemes, with a focus on resolution and customer satisfaction.- Conducting root cause analysis of complaints to identify opportunities for process improvement and prevent recurrence. Through effective leadership and cross-functional collaboration, my role ensures alignment with organisational goals, drives operational excellence, and cultivates a culture of continuous learning and improvement within the onshore and offshore Residential Contact Centre Show less