Thayalini P

Head of Contact Centre Operation at Lycagroup @Lyca Group

London, GB

Manage and support all operational teams to ensure achievement of business targets, financial controls, and quality level adherence. Maintain a high customer service culture within operations and achievement against internal and external key performance indicators. Ensure standardisation of processes and practices across departments and business. Work closely with Head of Quality to ensure data requests for quality schedules and investigations are prepared, submitted, and closed with learning outcomes embedded into operational processes in a timely manner. Drive improvement in the business to ensure best practice within operational functions. Ensure continuous improvement culture, including identifying and leading efficiency initiatives whilst maintaining robust financial/quality controls and procedures. Lead and support all direct reports to ensure delivery of services within agreed targets and business policies. Overseeing management of the team and the workload as and when required. Effective leader that inspires and motivates high performing teams. Work closely with Head of HR and Learning, to ensure correct resource and training levels to deliver targets. Support and delivery of managing employee relations issues effectively and efficiently. Prepare reports for the Board as needed. Ensure all direct or indirect reports adhere to policies and procedures and relevant external legislation. Actively engage with other Senior Management to enable effective problem-solving outcomes and continuous improvement.

University of Greenwich

First Class Honours Bachelor of Science (BSC), Business Information Systems/Technology