Angela Knowles51 Park View, Royston, Barnsley,South Yorkshire,S71 4AA.(Home) 01226 722765 (Mobile) 07854 527456(Home)angelaknowles1977@icloud.com (Work) angela.knowles@capita.co.uk

PROFILEA strong leader with16 years of Contact Centre experience within the Telecommunications Industry heading teams in Customer Service, Inbound and Outbound Sales and Retentions.I have successfully delivered three high profile departmental implementations, O2 Inbound Customer Relations Team, BT Retail Outbound Sales Department and O2 Outbound Nurture Business Department. I have extensive experience in delivering multiple campaigns across departments. I have also delivered two high profile transitions, the O2 Capita Partnership and the Ministry of Defence Army Recruitment. I have a proven track record for analysing performance data and implementing corrective measures in order to deliver and exceed Sales and Service targets. I bring a structured approach with an inspirational outlook, which gives me the ability to motivate both individuals and teams to achieve set objectives.

CALL CENTRE MANAGEMENT EXPERIENCE

Exceed sales KPIs in line with business requirements, whilst maintaining quality and customer service.

Managing and motivating a team of Operations Managers across both Consumer and Business to Business sales.

Negotiating with clients to deliver realistic KPIs and effective reward mechanisms.

Senior Client Liaison implementing short term tactical and medium to long term strategies to deliver stakeholder objectives.

Experience and understanding of IVR/ Dialler technology.

Strategic planning management and delivery.

Extensive Inbound/Outbound Customer Service and Complaints experience from cradle to grave pilots etc., working within OFCOM, FCA regulatory bodies.

Good understanding of Call Centre MI and SLAs.

Management of budgets/cost centre codes for different contracts.

Implementation of accreditations for agents and roll out of quality standards throughout my team.

A commitment to ensuring my team both give and receive regular one to ones and appraisals of their own performance.

Excellent people person, able to communicate at agent level to Senior Management with ease and confidence.

Experience in managing and motivating a target driven Sales Team, Customer Service and Complaints Team.

Involvement in the recruitment at all stages of a new team from agent to Team Leader level.

Disciplinary issues at grievance and appeal level.

Understanding of legal regulations and regulating bodies.

Involvement at a senior level of major changes within the business involving different areas.

Commercial awareness of Outsourcing/Financial Services industries.

CAREER HISTORY

CAPITA (previously Ventura) 1999-Date

Senior Operations Manager O2 Outbound Recontracting (Consumer/Business) July 2014 To dateI am the Senior Operational lead for both Consumer and Business outbound work streams contacting existing customer base at various different points in the customers lifecycle.Direct Duties:-

Direct responsibility for full delivery of all client KPI metrics across both outbound sales, negating all and any service delivery penalties.Monthly delivery of Capitas commercial targets and productivity measures. Working with Business Development Managers to deliver new business tenders and RFPs and representing the operation at New Business pitches.Delivery of a compliant operation against FCA regulations, management against processes.Ownership of Business Continuity plan and disaster recovery.Driving continuous improvement programs and customer strategy implementation.Driving investment in people through succession planning in Capitas LEAD program and Advanced program.Recruitment process improvement, reducing attrition.Responsibility for delivery of HR ensuring competence, capability and conduct is managed fairly and consistently across all area'sWork force management effectively delivering against client requirements. Working with lock down against all areas for both forecasting and scheduling.Liaise with dialer manager to implement effective dialer strategy management. Demographic profiling.Liaise with MI to implement effective and robust campaign specific MI that can be used to drive operational excellence.

Army Recruitment NRC Transition Lead/ Operations ManagerSept 2013 July 2014

The armys National Recruitment Centre handles all new applications for new candidates and processes them through the medical process to declare them fit for training. Month on month failure incurring penalties.

Direct Duties:-

Trouble shoot to identify areas of failure, back log and needs analysisWorking with the Client, Head of Site, Account management, IT, MI to ensure effective delivery of client requirements and specifications into effective operational processesImplemented effective MI for service level management and delivery of operational KPIsDelivery of recruitment program to deliver increase in resource across all sitesInvestment in people to deliver team leader development program. Implemented effective change management to initiate and embed new processes to reduce lag timeResponsibility for delivery of HR ensuring competence, capability and conduct is managed fairly and consistently.Monthly delivery of Capitas and MOD commercial targets and productivity measures. Analysis of Daily MI to drive daily performance management and improvement through reporting lines.Management and delivery of all facilities requirements including fixed assets.Implemented a robust audit trail across all processes.

Capita O2 Partnership - O2 Transition Lead GlasgowMay 2013 Sept 2013Lead in a team based in Glasgow in O2s Skypark site to support the transition of Capita and O2.

Working with HR and Senior project team to deliver welcome presentations and Q&A sessionsCompleted cultural change/Union negotiations.Implementation cross site RAID to monitor progress, challenges and actions with ownersResponsibility for delivery of HR ensuring competence, capability and conduct is managed fairly and consistently.Interacting with different departmental management including director level.Influencing and decision making in Senior management meetings.Working with IT to Implement Capitas infrastructure, tools and systemsManagement and delivery of all facilities requirements including fixed assets.Implemented a robust audit trail across all processes.

O2 Outbound Operations ManagerJul 07 May 2013I have the sole responsibility for the Outbound Sales area including all aspects of client service, contractual agreements, sales targets, productivity as well as quality and cost management. Liaising closely with support areas re development and implementation of new campaigns, I lead and coach a team of team leaders to deliver operational excellence. I have implemented new ideas and incentives in order to meet client and internal targets and liaised closely with Inbound Sales area in order to increase revenue and reduce costs. I have assisted in bids for new business and supported newly set up areas due to my experience and knowledge.

O2 Outbound Retentions Team ManagerMay 2006 DateOutbound Sales Unit responsible for selling existing and new O2 customers, O2 products and services. When I joined the Sales team it was not performing. As a result I was involved in a restructure. This involved re-writing job descriptions and then assessing the current staff we had, many of which we had were primarily from a customer service background.I had to influence the existing Team Manager to enable the recruitment of external Team Leaders. I involved my counterpart in recruitment as I felt we were not looking for the right skill set, and if we were to improve the overall performance in the department we would have to look at our recruitment process. This meant from advisor level to management level. The Client had not seen Ventura hit the sales level we eventually achieved since signing the contract with Ventura. This is still a working progress. However I feel that this is one of my main achievements.

BT Retail Team ManagerDec 2005 - May 2006An opportunity came up to work in a pilot it involved the new setup of an Outbound Sales Unit responsible for selling BT Broadband on behalf of our Client. BT was a high profiled client. It was a small team but a risky contract as the timescale to be at target was so short. I was responsible for liaising with various different departments to ensure MI set up, negotiate incentives for sales targets etc. I was also involved in the recruitment for Team Leaders and Sales Advisors. This gave me an invaluable insight to our Recruitment process and the challenges this brought. I was involved in the whole Recruitment process from advertising and how successful that was, to delivering the correct numbers to each of the areas.

O2 CUK Payments Team ManagerSept 2005 Dec 2005Moving to O2 Payments was a challenging time. The unit was not performing and many people within the unit had worked a certain way for a long time, so culturally many changes needed to happen. The unit was unorganised and the person in the unit felt there was no communication. Fundamentals such as 1-1s, performance reviews, team meetings and general feedback was not consistent. I was on tight deadline and made significant changes within this time to bring O2 Payments in line with the other O2 units. The impact was extremely positive.

O2 Customer Service Team ManagerAug 2005 Sept 2005This involved completing the fundamentals such as 1-1s, performance reviews, team meetings and general support and feedback.

Team Leader O2 CUK Help Desk Feb 2005 Aug 2005This was a new set for O2 and had to be implemented from the beginning. I was involved in liaising with the client at a senior level.

O2 Customer Relations ManagerFeb 2004 Feb 2005 I was promoted the O2 Customer Relations Manager. This was a high profiled position. I was responsible for 25 Complaints Co-ordinators and reported directly to the client. I was required to coach and develop the team to achieve their set targets. I gained a more in depth knowledge of compliance and Oftel/ Ofcom regulations.

O2 Customer Relations Co-ordinatorMay 2001 Feb 2004I was given the opportunity to work in a brand new department and was involved from the initial set up. It involved dealing with high level written and verbal complaints within a 48 hour to 5-day service level. I was required to be quite forceful, but remain polite and professional. I gained negotiation skills, as many of my customers were very unhappy and we had to reach a compromise. I gained an in depth understanding of our legal obligations and regulators and the guidelines that had to be worked to. I worked to set targets and quickly became an expert in my field.

BT Cellnet Team LeaderFeb 2000 May 2001I was promoted to Team Leader. I was responsible for 15 staff members and was required to coach, motivate and develop the team to provide excellent customer service.I dealt with many different people issues and gained a more in depth knowledge of BT Cellnets products and services. During this time BT Cellnet rebranded to O2, there was a lot of resistance to the change, which made it a very challenging time.

BT Cellnet Customer Service AdvisorApr 1999 Feb 2000I started my career at Ventura as a Customer Service Advisor, taking inbound calls and understanding the needs/requirements of a customer. I developed a flair for customer serviceand as a result of this began coaching other team members. I had a good understanding of all products and for BT Cellnet as a company.

QUALIFICATIONS

BA (HONS) Business and Management gained through 3 years, certified by Sheffield University.

GNVQ (Advanced Level 3) gained through 2 years study through Barnsley College.

NVQ (Level 2) Customer Services on the job training through Ventura

Coaching for success, Performance and Disciplinary management modules

5 GCSEs - June 1998 -English (Language/Literature, French, Maths, Geography

ADDITIONAL INFORMATION

I am an outgoing person who is self-motivated and enjoys working with a wide variety of people. I am considered an excellent people person and am able to adapt my style of management very easily. I find it easy to adapt to change and have worked in different roles, in different areas and sites to demonstrate this. I have high standards and am very focused and driven and I expect the same from my team.

REFEREES available on Request