• 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 demonstration of features and tools.o Answer client queries as they arise in the meeting, or take them away for later response.• Support clients to configure Totara to their needs.o Offer advice on how they can achieve their desired goal.o This can… Show more • 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 demonstration of features and tools.o Answer client queries as they arise in the meeting, or take them away for later response.• 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 configure them, etc.o Prepare bespoke solutions to fit the clients specific needs.o Reach out to other team members and work collaboratively to find a solution for the client.o Get buy-in from key stakeholders when decisions need to be made.• 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

• 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 communication and de-escalating calls.o Coaching of first level technical colleagues.Colleague calls monitored and feedback is then given during one on one sessions. Primarily following the Continue & Begin methodology.o Responsibility for the Technical Academy. Poor… Show more • 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 communication and de-escalating calls.o Coaching of first level technical colleagues.Colleague calls monitored and feedback is then given during one on one sessions. Primarily following the Continue & Begin methodology.o Responsibility for the Technical Academy. Poor performing colleagues identified and enrolled into the Academy. Included weekly catch ups, discussion of calls and a focus on specific stats that needed improvement e.g. quality scores and call length.• 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 training courses such as Windows 10, Windows 11. Multi-day sessions that looked into significant changes with the OS and touched on likely call types the colleagues would encounter.• 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 Test. Identified that colleague knowledge levels were not being used to support progression. Created a skills matrix alongside key stakeholders, developed a full bank of questions and separated into modules for delivery. Arranged schedules with the scheduling team, ensuring all eligible colleagues took part.o Results were fed into a coaching database. Then used to deliver CKE sessions and targeted coaching• 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

• 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 to Fixed Shift Requests. Managed two LTS cases to satisfactory conclusions. Fixed Shifts were arranged that support the colleagues needs whilst still delivering on a business need.o Improved team time… Show more • 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 to Fixed Shift Requests. Managed two LTS cases to satisfactory conclusions. Fixed Shifts were arranged that support the colleagues needs whilst still delivering on a business need.o Improved team time management and effectively reduced overall lateness.• 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 to the colleague during one on one sessions. Primarily following the Continue & Begin methodology.o Discussed KPIs each month and provided targets for colleagues to achieve by the next meeting.• 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. Functioned as colleagues point of contact with management. Ensured that all site based colleagues were aware of any changes as they arose.o Each week took on duties of the Floor Commander role. This included taking absence calls, managing a shared inbox and ensuring departmental performance was hitting required targets.• Maintaining a good working relationship with other First Line Managers and Operations Managers within the support departments to maintain effective communication and workflow.• Keep Operations Manager informed of team performance against targets and metrics during monthly 1-2-1s. Show less

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

- 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 possible.

*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.