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Accomplished, energetic, dynamic and visionary leader, self-motivated
team player with proven track record of managing people and operations.
A leading practitioner in achieving results through motivation.
An outgoing activist with a positive attitude to business. Excellent
change manager focused and assertive, whilst maintaining sensitivity
to people issues. Exceptional people management skills leading
up to 500 telephone agents with the support of 18 managers.
- Call Centre know-how - 21 years experience
in call centre industry, management of outbound, & inbound
full time call centres, Call Centre management to best practice
standards, cross sector call centre experience (financial, insurance
& retail), specialist in goaling; performance management
and MIS; process design; resourcing; capacity planning; organisation
and structure; quality planning management; simulation and testing.
- People Management - 15 years Operational
Management experience, manage, direct and motivate staff in
telephone environments, proactive and reactive, development
of Assessment Centres for first line Outbound, Customer Service
and Call Centre Managers, implemented Appraisal & Development
Programme, end to end process for recruitment, profiling, selection,
recruitment and training and development of Outbound Tele agents,
formulated and introduced Outbound specific Bonus System
- Project Management - Selection, introduction
and implementation of Melita Predictive Dialler across multi
site call centres, implement massive change; raise morale, introduce
predictive dialler, new systems & processes, relocation
of premises.
- Business Improvement - Analysis of Cost per
Call, evaluating options for improvement, Process improvement,
business process engineering, productivity gains, quality measurements
- Technology know-how - Specialist in the selection
and use of Predictive Diallers enabling technologies to underpin
the management of operational activity within a team environment.
If you would like to find out more about this person, or would
like to discuss a resourcing need please call 01274 821111 or
click here to send
an e-mail.
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