Steph Thomas Email & Phone Number

Sheffield, United Kingdom

• Managing the daily running of the call center including effective resource planning and implementing call centre strategies and operations.• Carrying out needs assessments, performance reviews and cost benefit analysis.• Setting and meeting performance targets for speed, efficiency and quality.• Ensuring all relevant communications, records and data are all updated and recorded.• Liaising with supervisors, team leaders, operatives and internal stakeholders to gather information and resolve issues• Maintaining up-to-date knowledge of industry developments• Monitoring calls and TNPS feedback to improve quality, minimize errors and track operative performance.• Coordinating staff recruitment including writing staff vacancy advertisements and liaising with HR and agency representatives.• Organising staffing, including shift patterns and the number of staff required to meet demand.• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes. Effective action planning around Contact Centre Engagement. • Providing support to the Head of the Contact Centre at Operational Management Level.