Encompassing Webchat, Social Media, Written & Back office.
Head of Operations at Webhelp UK
- Kilmarnock, United Kingdom, GB
- [email protected]
I am a passionate, ambitious young professional with over 10 years experience of working in people and customer focused roles specifically in the Call centre & Customer Service/Sales areas. 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, this has grown with time to the point where I am determined to succeed and have those around me succeed. A key factor of 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 the entire India operations across 3 clients giving me exposure to a variety of different verticals including Pay TV, Telco & Airline. This includes working across a variety of digital customer journeys including Webchat, Social Media, Email & back-office support.
I have experience with multiple platforms including Liveperson, Genesys, Salesforce, Lithium, Kana, e-res & various CRM platforms.
As I look to conclude my journey in India having fully set it up for success I am now looking for advancement opportunities.
In September I accepted the role to take over as Head of Operations in India. Running 3 campaigns and supporting over 300 FTE inclusive of Agents, Quality, Facilities, Transport, Operations Managers & Team Managers. Similar to my tole below my main targets are set around Revenue, Margin, People & Customer, primarily in the digital space for 3 large blue chip clients in their digital strategies.
Revenue & Margin
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.
Institute of Leadership and Management Level 1 & 2
Momentum Leadership Training Level 2