CCMA Team Leader MasterclassAt this event hosted by Vodafone Ireland, two former winners of the accolade Contact Centre Manager of the Year and last year's winner of Team Leader of the Year at the Irish Contact Centre & Shared Services Awards will speak. The Masterclass is aimed at Team Leader and Contact Centre Supervisors. Our three speakers will share the secrets of their success and provide advice on progressing your career in a contact centre and shared services organisation. Vodafone Ireland, MountainView, Leopardstown, Dublin 18.
September 5th 2012
Vodafone Ireland, Mountainview, Leopardstown, Dublin 18.
The event will take place from 2 p.m. to 5 p.m. and a detailed agenda will be available shortly. Speakers at this event will include:
Vinny Walsh, Head of Front Office eircom. Winner Contact Centre Manager of the Year, 2010 Awards.
Biography - Working in eircom for the past 19 years, Vinny started off delivering the internal post and from there moved into a clerical role. He applied for a post as a telesales agent and after six months was appointed team leader in TSS (Telesales). From there Vinny moved into management role in the areas of Telesales, Directory Enquiries (11811), Consumer Fixed line Customer Care & Repairs. Today Vinny is Head of Customer Care for Fixed and Mobile for Consumer & Small & Medium Business (SMB). Vinny has managed contact centres with a capacity of up to 600+ FTE across multiple sites around the country encompassing both Outsource partners and in-house employed staff.
Vinny has an excellent record of achievement in transforming contact centre operations to attain world class standards. Recognised as having exceptional leadership, communications and people management skills with a consistent record of delivering results - and a passion for success. Vinny was awarded the accolodae Contact Centre Manager of the Year in 2009 at the Irish Contact Centre & Shared Services Awards.
Heather Reynolds, Operations Director, Eishtec. Winner Contact Centre Manager of the Year 2008 Awards.
Biography - Heather is a diverse leader across manufacturing and the service industries. She is a motivated leader focused on creating high performance teams to drive innovation and best in class service. Heather is a leader who transforms business practices through stakeholder engagement and working relationships. Her experience in contact centre management spreads across Ireland, UK, India, South Africa and Holland. She has a unique experience combination of process improvement and front line operations and will outline the lessons she has learned in her career to date.
Frances Boyce, Acting Manager Web Engagement Unit, Bank of Ireland. Winner Team Leader of the Year 2011 Awards.
Biography - Frances began her career in Bank of Ireland as a Banking 365 Inbound Customer Service Agent in October 2000. In March 2002 Fran changed post and worked as a System Analyst moving to a Business Analyst role until October 2006. During this time she completed her studies in both Public Relations and a diploma in Front Line Management.
Fran was promoted to a Team Leader in Banking 365 where she continued in this role until a career break from May to December 2009. On return Fran spent some time as a Business Project Team Leader before returning to a full time active Team Leader position until December 2011. Fran now manages a team of Junior Team Leaders and is currently Acting Manager of the Web Engagement Unit in Bank Of Ireland.
Reserve a Place at This Event
Unfortunately this event is now fully booked. Please contact Dorothy at 087-2256055 if you would like any further information.