Michael McEvoy

Responsible for calculating staffing requirements, and organizing schedules for customer support centre operations both front and back-office. Internal go-to-person for scheduling related activity, support in analysis of key initiatives and challenge existing measurement frameworks. Directed staffing levels for a workforce of 300+ FTEs, including full oversight of vendor headcount, and built interval schedules for in-house Customer Support, AFC, KYC, Social Media and Senior level teams. Take inhouse foreca

Responsible for meeting service level metrics and optimising agent workload. Responsible for communication of intraday performance trends, barriers and risks impacting the call ability to meet the service level goals. Responsible for reallocation of agent resources based on current intraday interval performance spikes and dips, caused by planned or unplanned events and incidents. Intraday management of requests for scheduled activities (Meetings, Trainings, Outbound Campaigns, Coaching, etc.). Monitor adher

Monitored service level metrics to optimize agent workload and enhance service delivery. Communicated intraday performance trends and identified barriers affecting achievement of service level goals. Reallocated agent resources based on interval performance spikes and dips caused by planned or unplanned events and incidents. Managed intraday scheduling of activities, including meetings, training, and coaching sessions, to ensure resource availability. Monitored adherence activity and provided management dat

Frontline of the bank to the English speaking market. Working across multiple channels (live chat, email and phone) to give customers a best in class experience. Preventing fraud, protecting data and safeguarding our customers are also key facets of this role.

Responsible for evaluating online social media content in conjunction with client policy. Visually navigate and review images and text-based content through internally developed applications. Maintain high quality deliverables in daily workflow. Work with exceptional attention to detail and deliver optimal quality and productivity levels.

Respond to inbound customer retention calls. Identify and resolve customer issues. Exercise creative negotiating skills. Offer additional or upgraded services. Deal with customer complaints.