Head of repairs contact centre. Leading a programme of change management, continuous improvement and service management.

Motivate and inspire direct reports to lead their teams to success conducting regular coaching and mentoring session to ensure the highest level of performance. cultural advocate for initiatives to increase employee engagement. Work closely with HR on all aspects of people management including absence management andattrition. Carry out performance management and disciplinary meetings.ensure achievement of service levels and consistency in communication and operational processes and procedures across the Contact Centre Analyse, interpret and report on all Customer Service operational performance areas. Manage and improve internal quality and customer satisfaction performance measures.Calibrate quality reviews with the Rest of Europe Contact Centre. Liaise with key internal stakeholders to mitigate against impact of issues outside of business asusual. Resolve and drive measures to reduce complex or contentious/complaint issues, acting as theescalation point my teams.

Responsible for the operation, staff and processes for Student Records, Registration and Student Loan Company funding at BPP University across all Schools and UK study centres.Ensuring the Student Records team deliver an effective, customer focused service to all students which maximises the production of timely and accurate data in support of statutory and regulatory requirements, strategic planning and student satisfaction.

GDPR- I am responsible for compliance across all TTECs European operational and functional areas. Working alongside TTECs European senior corporate council and also the legal team based in HQ Denver, CO, I have concentrated on the implementation of GDPR process and procedure across Europe and act as SME for all GDPR related matters. When working as part of the global information team I focus on the security risk assessments of 3rd party vendors and potential customers to ensure TTEC is happy with their GDPR processes and procedures. This involves high level analysis of confidential security information and company polices.

Leading GDPR team to achieve full compliance with

Responsible for the analysis of documentation pertaining to Ulster Bank customers.GDPR Project - Tasked with managing a programme of review and record documentation for all Ulster Bank branches in southern Ireland in accordance with recent changes in law.Case management - Assessing active accounts and products assigned to ensure adherance to GDPR.Direct line management of 12 administrators - to include HR, performance and development.Indirect line management of 23 Administrators.Management of workflow, training and performance.Implementation of quality processes and procedures inline with client expectation.Implementation of incentives for reward and recognition.

Responsible for the day to day management of the inbound contact centre covering voice, email, post and administration.Project - Tasked with the migration of “office to contact centre – to include all processes and procedures usually found within a contact centre environment, the planning and delivery of the change over.Case Management - Reviewing escalated taxi and private hire licences in regards to medical history and criminal records.Decision making - Ensuring all applications are “fit for purpose”.Direct line Management of 14 Team Leaders – to include HR, performance and development.Indirect Management of 58 inbound CSR’s and licensing administrators - to include workflow, training, performance and reporting.Implementation and management of SLA’s + KPI’s – Reviewing on a continual basis to assess performance and needs of the business.Implementation and development of complete QA process to include monitoring strategy and PDP management.Implementation and management of incentive and reward across departmentPart of the SLT (Senior Leadership Team) presenting and forecasting site strategy.Recruitment

Responsible for the day to day management of the outbound and inbound market research centre covering voice.Direct line management of 20 team leaders – to include HR, performance and development and trainingIndirect management of circa 700 outbound market researchers – to include workflow, training, reporting and project allocation.Stakeholder management – strategy and direction with the clients, reporting, developing relationships and sales/upselling.P&L – budgeting, recovery planPart of Kantar Board to maximise client potentialResource planningRecruitmentImplementation of incentive and reward scheme.Project management

Working for this worldwide outsourcing contact centre with a major presence in Europe on behalf of the largest technology company who place their whole existence on customer experience. Responsible for training and development of a team of 40 inbound and outbound sales and service consultants within EMIEA region.Responsible for the QA process both locally and as part of a global teamResponsible for reporting on the customer satisfaction levels of service across all regionsResponsible for the reporting and improvement of SLA and KPI’sResponsible for continual training and development planning and execution of agents within the region in line with established modules and reporting on this.Stakeholder engagement with relationship building across countries and locals.