Mike Davenport

Contact Center Supervisor @EFM FLEET SERVICES LIMITED

Manchester, GB

As Evening Supervisor at EFM Fleet Services, I lead the evening shift within our fast-paced call centre, ensuring efficient, professional support to customers and suppliers across the fleet services operation. My role involves managing call flows, monitoring escalations in real time, and supporting a high-performing team to meet service targets and customer expectations.I am responsible for providing clear direction during the evening operations, coaching team members, and ensuring consistent adherence to processes while maintaining flexibility to respond to the needs of the business. I work closely with colleagues across departments to ensure smooth handovers between shifts, assist with workflow management, and contribute to maintaining a positive, motivated environment within the team.This role allows me to apply my leadership experience to develop staff, drive continuous improvement, and uphold a high standard of customer service during critical operational hours.

Liverpool John Moores University

Mental Health Nursing, Registered Nursing/Registered Nurse