Tracy Morris Email & Phone Number

Bradford, England, United Kingdom

Bradford, West Yorkshire, United Kingdom

Bradford, West Yorkshire, United Kingdom

Leeds, United Kingdom

Leeds, United Kingdom

Leeds, United Kingdom

Leeds, United Kingdom

Leeds, United Kingdom

•Created call arrival profile to determine FTE requirement through data analysis•Cleared backlog of 2000 new applications through prioritisation of workloads and key stakeholder management•Plan and prioritise workload to ensure all volume is worked to agreed service level agreements (SLA’s)•Lead and motivate the Response Handling team through monthly 121’s and team meetings•Ensure all databases are maintained in line with quality and compliance standards•Maximise interview slots with quality candidates to support the business with attrition targets

•Transition of Voice Response Unit (VRU) onto the American Express network•Drove significant and consistent improvement in SLA’s from 84.6% to 98.6% (SLA was 85% of calls answered within 15 secs)•Identified and resolved servicing issues within the VRU. This ensured the customer experience was positive and enhanced the AXP brand. Increased VRU utilisation from 30% to 64%•Delivered an enhanced complaints tracking and monitoring process for the business to ensure that the complaints were accurately recorded and resolved in accordance with FSA guidelines•Implemented process changes to ensure alignment to CSi Brighton•Acted as mentor to less experienced team leaders to support their development and also mentored a team member into successfully applying for a Team Leader role•Pro-actively re-aligned and managed resource to ensure full coverage of operating hours

•Drove significant and consistent improvement in SLA’s from 76% to 92.8%•Designed and implemented reports to track daily, weekly and monthly SLA’s•Expanded the telephony capabilities of the current call routing system in order for achieve SLA’s•Managed team performance including resolving difficult staff issues to a positive outcome – including disciplinary meetings•Implemented a complaints tracking database to ensure all complaints logged accurately and to aid resolution•Developed and implemented new rotas across multiple teams to facilitate forward planning and scheduling

•Responsible for forecasting and scheduling approx 200 FTE across peak times, ensuring maximisation of resource in order to achieve SLA’s•Introduced resource planning tool, Aspect, in order to track on the day schedule adherence•Utilised Call Management System (CMS) in order to manage call volume and react to changes in call arrival patterns•Responsible for on the day resource constraints (sickness etc)•Led the co-ordination and communication of outbound dialler trials which resulted in a reduction of 12 FTE•Established ownership of client portfolio. Recommended and implemented dialler strategies to maximise performance efficiencies•Assessed and recommended mulit-skilling of staff to leverage greater efficiencies between teams / portfolios•Prepared and presented a service delivery pitch to senior Hyundai managers•Attended senior management meetings to report progress on SLA’s and discuss / agree strategies for achieving SLA’s•Managed a team of 12 Dialler Specialists, ensuring that Regulatory requirements were understood and met at all times

Responsible for managing a team of 36 Collections agents. Exceeded KPI’s through coaching and development. Managed performance issues. Introduced team performance report to monitor individual and team KPI’s.

Responsible for managing a team of 18. Drove significant productivity increases (30%) through engaging staff to understand and buy into measures.

Responsible for managing a team of 8 resource and forecasting staff. Responsible for 12 week, 6 week and 2 week ahead forecasts and subsequent scheduling of staff. Use of Aspect eWorkforce Management tool and Real Time Adherence. Trained staff in both of these systems in India.