JOHN MCSTEIN
Bolton,Lancashire
Summary
Accomplished professional with extensive expertise in operational and team management, specialising in coaching and development to drive quality improvement. Proven track record in relationship building and stakeholder engagement, leveraging strong negotiation skills to achieve key performance indicators. Adept at using Microsoft Office, Sage Accounting, and various database systems to facilitate data-driven decision-making. Committed to leadership development and customer relationship management, with a focus on conflict resolution and initiative taking. Holds a UK driving licence, aiming to further enhance leadership capabilities within dynamic environments.
Overview
29
29
years of professional experience
5
5
years of post-secondary education
Work history
Operations Manager UK & South Africa
Sensible Group/Barings Law
Manchester, Manchester
2022.01 - 2026.09
- Operational lead for UK & South African call centre
- Reviews SA and UK employment law for recruitment
- Follow SRA guidelines for international operations
- Working closely with the Head of Campaign & SLT to analyse operational performance, identify trends and implement improvements.
- Manage process / continuous improvement projects from initial conception through to roll out and completion.
- Providing knowledge and process guidelines, supporting the SLT whilst driving the implementation of new processes.
- Challenging current processes.
- Review call centre performance
- Profit & Loss analysis
- Oversee recruitment and HR processors
- Reduced overhead costs through efficient resource allocation and budget management.
- Analysed performance metrics, identified areas for improvement in operations management.
- Liaised with stakeholders for transparent communication and better decision making.
- Led teams to achieve business objectives on time and within budget constraints.
- Created a collaborative work environment for positive team dynamics.
- Improved operational efficiency by streamlining processes and implementing strategic plans.
- Designed and implemented training to further develop staff based on business goals.
Performance Manager
SMS PLC (BOLTON)
Bolton
2018.01 - 2022.01
- Manage process / continuous improvement projects from initial conception through to roll out and completion.
- Working closely with Head of Campaign Management to analyse operational performance, identify trends and implement improvements.
- Providing knowledge and process guidelines, supporting operational management whilst driving implementation of new processes.
- Challenging current processes.
- Develop and produce insightful management information with recommendations for improvements.
- Liaising and working closely with key business stakeholders to ensure all parties agree and understand strategic vision of contact centre projects and outcomes.
- Take ownership of CRM to ensure its benefits are realised at all levels, and it fully supports contact centre objectives.
- Lead a group of 6 Team leaders, resource planner and facilities manager
- Developed KPIs to guide team towards business goals.
- Oversaw creation of personal development plans, encouraging continuous professional growth amongst staff members.
- Improved team efficiency by implementing strategic performance management systems.
- Performed root cause analysis to identify key issues and proactively address concerns.
Contact Centre Manager
Trusted Advisory Group
2016.01 - 2018.01
Customer Service Team Leader
NSL Services Ltd
2015.01 - 2016.01
Team Manager
Harrington’s Advisory
2013.01 - 2015.01
Senior Manager
SHP Ltd (Morecambe)
Morecambe
2011.01 - 2013.01
Customer Service Manager
Tufnell’s (Carnforth)
Carnforth
2007.01 - 2011.01
Retentions Manager
O2 Retentions (Preston Brook)
Preston Brook
2002.01 - 2005.01
Advisor/Team Manager
BT Telemarketing (Warrington)
Warrington
1998.01 - 2002.01
Education
NVQ - Business Administration Level 2&3
Gourley Training Ltd
Liverpool07.1996
9 GCSE’s - Grades A to C
St Margaret High School
Liverpool 1989.01 - 1994.01
Skills
- Operational Management
- Team Management
- Coaching & Development
- Quality Improvement
- Relationship Building
- Stakeholder Engagement
- Time Management
- KPI Achievement
- Facilitation
- Negotiation
- UK Driving Licence
- Forecasting
- Data-driven decision-making
- Leadership development
- Customer relationship management
References
References are available on request
Additional Information
Dedicated Everton Football club supporter., Keen cricket enthusiast, reading and films especially in the sci-fi genre., Passionate music lover of a wide genre of music including attending concerts and singing myself
Professional Development
- Managing People Positively
- Managing People Effectively
- Negotiation Skills
- Coaching for Performance
- Emotional Intelligence
- Telephone Skills for Contact Centres
- First Aider & Fire Warden
Timeline
Operations Manager UK & South Africa
Sensible Group/Barings Law
2022.01 - 2026.09
Performance Manager
SMS PLC (BOLTON)
2018.01 - 2022.01
Contact Centre Manager
Trusted Advisory Group
2016.01 - 2018.01
Customer Service Team Leader
NSL Services Ltd
2015.01 - 2016.01
Team Manager
Harrington’s Advisory
2013.01 - 2015.01
Senior Manager
SHP Ltd (Morecambe)
2011.01 - 2013.01
Customer Service Manager
Tufnell’s (Carnforth)
2007.01 - 2011.01
Retentions Manager
O2 Retentions (Preston Brook)
2002.01 - 2005.01
Advisor/Team Manager
BT Telemarketing (Warrington)
1998.01 - 2002.01
9 GCSE’s - Grades A to C
St Margaret High School
1989.01 - 1994.01
NVQ - Business Administration Level 2&3
Gourley Training Ltd