Sian Wright Email & Phone Number

England, United Kingdom

Chester, England, United Kingdom

United Kingdom

Coventry, United Kingdom

• Liasing with Client on a daily basis (Nationwide)• Strong team and personnel administration. • People management and development of my team.• Quality and audit checking.• Call marking – Ranging from compliance calls, credit card servicing, savings products, current account applications and servicing.• KPI for individuals and Team, 1-21’s including side by side coaching, motivational buzz sessions, team briefs. • Call flow management monitoring of the abandon rate and service level ensuring all calls are answered to a minimum standard of 83% and within 20 seconds.• Process and procedure changes in line with compliance.• Training and development.• Complex query and escalated call handling.• Networking with Branches, compliance, technical support and contact center.• Interviewing weekly for agents within the contact centre• Team manager mentoring• Motivational buzz sessions for Supervisors

Chester, United Kingdom

• Strong team and personnel administration. • People management and development of my team.• Quality and audit checking.• Call marking – Ranging from compliance calls, credit card servicing, savings products, current account applications and servicing.• KPI for individuals and Team, 1-21’s including side by side coaching, motivational buzz sessions, team briefs. • Call flow management monitoring of the abandon rate and service level ensuring all calls are answered to a minimum standard of 85% and within 20 seconds.• Process and procedure changes in line with compliance.• Training and development.• Complex query and escalated call handling.• Networking with Branches, compliance, technical support and contact center.