Stuart Crow Email & Phone Number

Northampton, England, United Kingdom

Northampton, United Kingdom

Co-ordination of temporary job roles. Using an in-house computer-based system in conjunction with clients to distribute jobs to Reed Branches and other Support Suppliers and obtain candidates for roles. Managing each role with constant communication between the client, supplier and the HR team for each client daily. Sifting through candidate CVs to identify candidates that match the job roles and requesting interviews with the client. Managing compliance for each successful candidate to ensure that the supplier sends over necessary documentation for the candidate to start the role with passed compliance on the requested date. Managing up to 50 consecutive job orders over two client accounts at any given time. Responsible for ensuring that timesheets for temporary candidates are authorised on a weekly basis and that they are AWR compliant after 13 weeks. Role did require a high level of communication skills both through e-mail and telephone interaction, hereby building a strong client / supplier relationship with all parties involved.

Real-Time AnalystAnalysis of real-time information on the contact centre floor, inclusive of call stats, call types and monitoring of Average Handling Time. Management and adjustments of shifts on IEX WFM system, to include any changes to the work day and also include any overtime worked. Managing Call types and skills for all agents and optimising skill breakdown to best assist the needs of the business. Interaction on a daily basis with Operations Management to discuss the highs and the lows of the day , staffing needs and optimisation going forward and overtime requirements over a rolling fortnight period. Analysis of reports to pass back to Team Leaders to discuss any outstanding performance issues and development needs for agents. Close interaction with Training and Grad Bay on the floor to ensure new agents have correct skills for each part of their development stage before being integrated onto the main floor.Workforce Planning SupportBuilding of Agents onto the IEX WFM system, inclusive of skills, shift patterns, locations and turret ID so they fit seamlessly into the IEX system. Generation and adjustment of future shifts for agents. Adjustment and optimisation of shifts up to 6 weeks in the future to ensure that the highest service level is achieved over the period before handing over to Operations Management. Building of shift rotations and specialised shift rotations for staff on less than 40 hours a week (part time). Adjusting historical schedules to ensure that the correct information is passed over to payroll each week after the cut off dates for the week. Closing of agent information and removal of schedules upon their leaving the business and also informing payroll of outstanding leave due to the agent to be paid on final payslip. Updating of agent information if they are moving contracts or departments, in conjunction with HR.

Milton Keynes, United Kingdom

Customer Service Advisor / Lead Customer Service Advisor (2006 to 2013)Within this role, I was required to learn and master a number of call streams for logging of requests for various departments, whilst adhering to Data Protection legislation and customer confidentiality. All information placed on our systems needed to be accurate and any information given out to customers was up to date and pertinent to their requests. Responsibilities required in this role was the ability to be able to retain information, actively listen, build relationships with customers (both internal and external), to be able to deal with complaints as per the councils procedure, process payments within the Councils financial regulations and also work with a performance management framework for customer service, working to individual and team targets, support the team contributing to training and development of the Contact Centre and finally be able to work in various areas (Reception, switchboard and Contact Centre on a flexible rotational basis. Customer Service Team Leader (2013 - 2015)Management of a team, combining the following elements – achieving KPI targets with team members, both on an individual and team basis, through the provision of daily statistics to staff, coaching and training - Through Performance Management reviews within the team that I have managed, I have had a number of staff members that have achieved success and have been promoted within the team, based on their own personal achievements and hard work. I also improved my ability to identify difficult situations and provide an outcome appropriate to all parties involved. Have Experience of identifying and implementing improvements in service delivery and managing and implementing change – working on projects such as the implementation of a new customer portal, working with a team to improve service areas through workshops / meetings and re-designing of key areas, implementation of knowledge and training.

Johannesburg Area, South Africa

Call Centre Agent for a Shopping and Information Network providing services to employees of big Corporate Companies in South Africa

Johannesburg Area, South Africa

Cinema Manager at Westgate Shopping Centre in Roodepoort, South Africa and then Complex Manager at The Zone @ Rosebank. Responsible for all operations within the Cinema environment from Front-Line to Catering and Product Management.