Warren S.

Operations Manager @Foundever™

London, GB

Growth of operation from 25 to 100+ fte to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across the site.• Line management responsibility for coaches/team managers who are responsible for managing day to day operations of a team of agents/advisors handling customer questions and issues.• Undertake formal monthly performance reviews and one to one meetings with direct reports against KPIs and behaviours. This includes regular observations.• Action commercial decisions affectingP & L• Create budgets/forecasts and tracks financial performance against plan.• Responsible for the accurate tracking of costs related to, or billable to, the financial performance • Prepare, analyse and present data to the client as part of monthly, quarterly and annual business reviews.

The Open University

Economics

University of St Mark & St John

Bachelor's degree