Customer Experience Manager at Webhelp UK
- Kilmarnock, United Kingdom, GB
I am a passionate, ambitious young professional with over 8 years experience of working in people and customer focused roles. I have gained a range of experience on leading and supporting an operation, both directly and indirectly through supporting my line manager work to the strategy of the client and business vision. I developed my foundation in people management skills from my role as a retail supervisor and quickly understood the benefit of engaging with people to drive maximum results. This built up the drive to succeed in any role I undertook and gave me a passion to embrace the people aspect of my roles, whether it be through liaising with them or influencing people through leading a team. My love for sales flourished whilst working as a Sales Executive for Arnold Clark, and actively being involved in influencing sales and managing key stakeholders to maximize revenue and this has grown with time to the point where I am determined to succeed and have those around me succeed. A key factor to my success as a people manager is down to my ability to identify and relate to different types of people, learning styles and experiences whilst keeping an open mind.
In 2013 I took the opportunity to support and establish our growing business in our India contact center as we moved into the Digital world. I currently lead an operation of over 225 people handling mainly Webchat & Digital for UK based customers. Established and supported in the set up of a new Digital space and creating a true centre of excellence for Digital.
Delivering initiatives to drive people engagement and reduce overall Attrition/NPS scores.
Recognized as people manager of the year within Webhelp for 2015.
Fully versed in Invoicing processes and identifying any shortfalls causing any impact to Margin.
Working closely with ever changing Shrinkage levels to meet client demands.
Implementing several incentive and bonus structures working to an overall payout allowance level of 10 - 12%. Consistently achieved.
Having gone through Institute of Leadership and Management Level 2 & 3 I am fully versed in a variety of methodologies such as SMART Objective setting and the Grow Model.
Recognized as Shining Star of the month on 6 occasions during 2015 & as Role model of the year in both 2015 & 2016.
Working closely with stakeholders internally and externally of the business and having strong relationships in all of my interactions.
In September I accepted a temporary role to take over as Head of Operations in India. Running 2 campaigns and supporting over 300FTE inclusive of Agents, Quality, Facilities/Transport/ Operations Managers & Team Managers. Similar to my role below my main targets are set around Revenue, Margin, People & Customer. Revenue reviewing money that comes in through our standard Invoicing and Billing Model, Margin reviewing costs and reducing where appropriate to increase our GP%, responsible for overall site Engagement & driving further business into the company through key contacts within our existing client base.
I am currently working offshore for Webhelp UK as a Digital Customer Experience Manager supporting and establishing our growing business within India and the Business process outsourcing market for blue chip UK companies. I currently lead and support teams with clients such as Sky & EE. I currently lead a team of over 200FTE and have supported with embedding best practice techniques across the site across a variety of key areas such as employee engagement, Customer Satisfaction & commercials. I have experience working with platforms such as live Person, Salesforce, Genesys & Lithium. I currently support across both a Sales environment and a Service environment.
Key Performance Metrics:
I began my career as a Customer adviser and then progressed on to the Deputy team manager role, during this time I gained my experience in leadership, coaching & communication. Following this I was successful in my application for Permanent team manager where I began to improve my knowledge by developing innovative ideas that would improve my own skill-set, coaching and leadership skills. I was then Successful in the role as Deputy operations manager where I started to expand on the experience I currently held, this gave me exposure to managing a higher FTE in excess of 150.
Working closely with my team members to develop strategies to reach Goals. Provide on the job training where appropriate. Have Strong Communication skills allowing me to deliver key and accurate messages. Listen to regular feedback from my team working in tandem with the wider operational area to create a unified approach. Monitor team members participation to ensure the training/coaching they are being provided is being put into use and identify any additional training required. Manage the flow of day to day operations & keep my team up to date with relevant reporting.
Supporting Business Growth
My growth with Webhelp took me to India to establish and grow our business in Asia, I was tasked very early on with securing additional clients and growing our business, since 2013 and with my own direct involvement I have helped us grow to over 225FTE since 2013, growing into a second premises.
Please take the time to find out more about me via me Linkedin profile https://uk.linkedin.com/in/stuart-walker-28796875
My profile includes recent projects delivered and a more in depth profile on my current role as well as my achievements.