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Operations Manager Contact Centre

United Kingdom
April 29, 2014

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Glynis Joyce Jones

** *** ****


S** *WR



I am a strong determined individual with excellent leadership skills who thrives on

new challenges. My core competency areas are the ability to drive a project forward,

planning and organisation, quality focus, excellent communication and

team/individual leadership skills. A decision maker who prides herself on results and

continuous achievement.I can demonstrate a proven track record in managing and

developing teams to achieve targets and personal potential.

Employment History

Medishield Health - October 2013 to February 2014

Head of Operations

• Responsible for the day to day running of the Call Centre:

• Ensuring Targets are met.

• Setting targets for Managers.

• Appraisals,disciplinary, grievance and HR.

• Direct reports, staff motivation and development.

• Planning and prioritising

• Training and support for team managers.

• Management statistics

Employed Health (a division of Insured Health) - 2010- 2013

Head of outbound Operations

• Daily departmental control.

• Target setting.for team manager

• Planning and organising of 12 staff plus one Team Manager.

• HR procedures.

• Management statistics.

• Training and support for team manager

• Quality Control

• Oversee all administration procedures.

The Health Insurance Group - 2005-2010

Head of Sheffield Operations

• Responsible for day to day running of the call centre

• Built the call centre from two staff to thirty.

• Responsible for 3 Team Managers 1 Trainer Plus Administration section

• Target setting

• Training and support for team managers

• HR procedures

• Management statistics

• Quality control

• Planning and organising

• Controlled Incentive Budget

• Wages and bonuses

• Budget Control

• Appraisals and 1-1s for direct reports

Norwich Union Healthcare 1996-2001

Telebusiness Centre Manager

• Responsible for the day to day operation of a 100 seat call centre

• Implemented recruitment and training plans

• Appraisals and 1-1s for 7 direct reports

• Planning and organising

• Budget Control

• Controlled Incentive Budget

• Management statistics

• ISO9001

• Calculation of team bonuses

• Data Control

• Target Setting

• Built call centre from 6 – 100 in 5 years.

Supervisory Positions - 1968-1996

• British Telecom- Customer Services Supervisor

• North West Securities- Telesales Supervisor

• Norwich Union (Group Direct Marketing)- Team Leader

• Diamond Group - Telesales Team Manager


1961-1966 - Newfield Girls School

GCE Passes in English Literature, English Language, Maths, French, Biology and


Training Courses and Certificates achieved:

The Management as coach

Effective Telephone Techniques

Train the Trainer

Call Centre Management

Disciplinary and Grievances

Appraisal Techniques

BSI- 9001 Telesales Supervisor

Basic PC and IT literacy


I enjoy reading, travelling and socialising.


I have a wealth of experience in Managerial roles and would consider myself to be

an asset to any employer. I am a reliable, punctual individual who always gives

100%. Track record of start up business taking company from one employee to over

100 and making a profit of over 13.2 million over a 5 year period.

References: Available upon request.

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