Will Bates Email & Phone Number

Sheffield, England, United Kingdom

• Train clients on the Totara LMS.o Leading training sessions via video call.o Agree an agenda that is worked on collaboratively with the client.o Schedule in these sessions with Project Manager support.o Offer live.
• Support clients to configure Totara to their needs.o Offer advice on how they can achieve their desired goal.o This can… Show more
• Support clients to configure Totara to their needs.o Offer advice on how they can achieve their desired goal.o This can include advice on course layout, overall site theme, what kind of reports to run and how to.
• Design LMS sites to client specification.o Some projects require the LPC to configure the site for the client.o Offer the client a choice of options to support their requirements. Show less

Sheffield, United Kingdom

• Provide technical support to first level colleagues.o Mainly done via call support, offering technical advice based on the problem type. Also providing soft skills support, assisting the colleague with customer.
• Provide technical support to first level colleagues.o Mainly done via call support, offering technical advice based on the problem type. Also providing soft skills support, assisting the colleague with customer.
• Lead training workshops.o Responsible for the creation and delivery of several Colleague Knowledge Enhancement (CKE) sessions. Small scale training exercises designed to be completed within 1hr.o Delivering of full.
• Identify key areas where the department can be improved, leading to positive impacts on colleague knowledge, call handling times etc.o Led the creation and delivery of the TACT project, Technical Ability and Competency.
• Responsible for setting own objectives and managing own time during independent project work.
• React quickly to changing workloads and manage several different workflows.o Normal operations vary from inbound calls, individual project work, email support and manager support. Show less

Sheffield, England, United Kingdom

• Managing a team of up to 15 call handling colleagues.
• Performing all HR related duties such as time and absence management, health and mental wellbeing, and any conduct or capability issues.o Chaired HR related meetings. o Ranging from Long Term Sickness (LTS) management.
• Performing all HR related duties such as time and absence management, health and mental wellbeing, and any conduct or capability issues.o Chaired HR related meetings. o Ranging from Long Term Sickness (LTS) management.
• Providing support via coaching, feedback and monthly 1-2-1 sessions. Monitoring a selection of calls each month to ensure performance remains high.o Colleague calls are monitored and appropriate feedback is then given.
• Working alongside Operations Managers to implement any department wide communications, process changes and training sessions.o During the lockdown period I was one of a handful of managers that remained on site..
• Maintaining a good working relationship with other First Line Managers and Operations Managers within the support departments to maintain effective communication and workflow.

Sheffield, United Kingdom

See WebHelp role for details.Role was TUPE to WebHelp in Feb-2020

Nottingham, United Kingdom

- Able to work well within operational targets such as call handling time, customer satisfaction surveys and technical aptitude scores.- Adherence to schedules to meet business requirements.- Excellent and effective communications with customers of various backgrounds and technical knowledge.Resolve customers' problems on the first contact as often as.

Nottingham, United Kingdom

*Seconded Role- Excellent ability to locate key issues within a monitored call.- Can identify trends within the business.- In depth knowledge of company processes and procedures.- Monitoring the development of projects and assessing their impact.- High levels of written and verbal communication skills when feeding back to management.

1St Year Completed, War And Security Studies

Activities and Societies: - Member of the Sci-Fi Society

High School