Team Manager
CurrentAlthough I was originally office based I have now Managed a Team of Claim Centre Agents, with a difference, for the past 11 years - the difference being that they all work from home. -Involved in all aspects of Home Working over the years as the initial Project has evolved-including expansion, installations, processes, trialling and implementing changes in the way we work etc-Monthly 121's completed with Agents to discuss and review performance against KPI's and Business Objectives and to plan progression -Monthly Team Meetings arranged and held to cover a variety of topics and are also seen as 'monthly get together's'-Coaching issues identified and coaching completed - either remotely or side by side-Manage Absence and Performance -Promote Excellent Customer Service and ownership - discuss and review calls with individuals in order to work towards continuous improvement