Operations Manager Contact Centre
Resume:
Glynis Joyce Jones
Sheffield
******.*****@***.***
Profile
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
Education
1961-1966 - Newfield Girls School
GCE Passes in English Literature, English Language, Maths, French, Biology and
Music.
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
Interests
I enjoy reading, travelling and socialising.
General
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.
Contact this candidate