Zubair Ahmed

Participant Contact Centre Manager @UK Biobank

Key Responsibilities • Accountable for the Contact Centre operational performance of the multi-channel customer service operation; inbound calls, Emails and outbound campaigns • Provide direction and leadership to the team ensuring they are supported to achieve agreed objectives, Service Level Agreements and Key Performance indicators • Optimising performance across all channels, ensuring quality, compliance and customer experience standards are met • Setting Contact Centre performance KPIs across all channels • Managing and monitoring the key performance indicators for the contact centre, ensuring that corrective actions are in place to bridge any performance gaps • Proactively driving a channel shift to reduce non-value contacts to support the digital platform • Lead and drive the quality focus to improve first-contact resolution and customer experience • Work with senior leaders to deliver operational improvements in line with the wider business strategy • Responsible to drive the innovation of contact centre technologies and systems, identifying areas for improvement to reduce cost per contact and improve the participant experience • Manage the Contact Centre budget against the FTE requirements, systems, licenses, incentives and other relevant expenditure • Provide a point of focus for the customer experience, influencing future strategies and plans, and working with internal teams on the development of customer events, materials and communications. • Work collaboratively with other UK teams to establish a customer complaints review process to identify areas for improvement and ensure all complaints are managed satisfactorily within agreed timescales • Consistency review of the standard operating procedures (SOPs) and workflow management processes