Summary
Work History
Education
Skills
Software
Timeline
BusinessAnalyst
Liam Gough

Liam Gough

Real Time Manager
Swansea

Summary

With 15 years of experience in the travel industry, I have developed extensive expertise in managing contact center operations and leading teams to deliver exceptional performance. Currently serving as the Real-Time Manager in Operational Planning for a leading airline, I am a results-driven professional with a strong background in managing time effectively and optimizing productivity. Known for a collaborative approach and adaptability, ensuring smooth team dynamics and alignment with shifting priorities. I have expertise in scheduling, prioritisation, and resource allocation, consistently driving projects to successful completion. A highly skilled people leader with a keen focus on goal achievement and efficiency, I am passionate about inspiring teams, achieving operational excellence, and contributing to organizational success in fast-paced, dynamic environments.

Work History

Real Time Manager

Virgin Atlantic Airways LTD
10.2021 - Current
  • Monitor and analyse data to optimise scheduling processes, leading to enhanced resource utilisation.
  • Evaluate current workflows and identify opportunities for process improvements, resulting in reduced waste of resources.
  • Implement task automation processes that increase operational efficiency without sacrificing quality or accuracy of work performed.
  • Act as liaison between departments to facilitate communication and streamline work processes, improving overall efficiency.
  • Lead and develop a team of real-time analysts responsible for the accurate tracking of contact centre actual results vs. plan by channel and at an appropriate level of granularity.
  • Identify, promote and implement best practice real-time processes within the team and seek out formal and informal internal and external recognition from networks.
  • Provide timely data and commentary on reasons for variances between plan and actual.
  • Cycle continuous improvement processes into future workforce planning models.
  • Convey complex messages and themes in a way that will engage others and drive understanding and consensus

Night Operation Team Leader – Customer Centre

Virgin Atlantic Airways LTD
11.2020 - 10.2021
  • Making tactical decisions to deal with contact spikes, utilising resource from other teams as and when necessary or re-assigning workload.
  • Having a strong understanding of the daily, weekly, monthly performance metrics across all night departments (voice, messaging, emails, social), identifying trends and opportunities, creating plans to address key issues.
  • Providing insightful and informative daily handovers at the end of each night shift – accurately recorded with all events to understand what has impacted positively or negatively and apply to any future decisions.
  • Point of contact during the night for the OCC regarding any on-the-day disruption. Coordinating any disaster recovery processes to maintain the operation.
  • Liaising with stakeholders whose work activity may affect the CC performance that night, ensuring that activity is planned, and tactical steps are taken to reduce the impact on the CC performance
  • Highlighting possible inefficiencies that occur during the night shift and proposing improved work practices.

Sales Team Leader – Customer Centre

Virgin Atlantic Airways LTD
03.2019 - 11.2020
  • Delivering great customer experience across all night teams, driving efficiencies and driving profitability across the teams.
  • Ensuring advisors take ownership for the promises they make to our customers and people
  • Act as a role model and lead by example, displaying the Virgin Atlantic behaviours, getting the best from others in a positive environment whilst ensuring consistent management of performance.
  • Creating People Plans that are individual to each advisor, understanding what motivates them, considering succession planning and career discussions.
  • Providing timely coaching and support to employees every day to ensure they have the knowledge and skill to perform in their role.
  • Tracking performance, identifying opportunities to improve and taking corrective action

Customer Service Team Leader– Customer Centre

Virgin Atlantic Airways LTD
04.2016 - 03.2019
  • Holding regular 1-2-1s and reviews with staff and using all relevant management information that is available to help set clear, relevant and manageable objectives.
  • When performance standards are not met for absence, behavior or any KPI, creating a Performance Improvement Plan to improve or where appropriate to escalate to formal action.
  • Taking responsibility when on shift as leader for the operation, liaising with relevant operational stakeholders to ensure operational excellence.
  • Understanding the daily forecast and making tactical decisions on how to improve upon the forecast CAR by targeting spikes. This includes utilising resources from other departments, as and when necessary.
  • Taking the lead in celebrating success and making the Customer Centre a great place to work.
  • Actively listening, understanding and acting on what is important to people so they are inspired to do a great job for customers.
  • Being a role model and champion of the Virgin Atlantic values, leading by example every day. Ensuring that our people behave and display the values, giving feedback and recognition where appropriate
  • Empowering our people to deliver a world-class service, encouraging and giving them the confidence and autonomy to make the right decisions that are in-keeping with the company vision and values.

Education

A Level - Financial Accounting

Gorseinon College
Swansea
09.2001 - 09.2003

A Level - Human Resources

Gorseinon College
Swansea
09.2001 - 09.2003

A Level - Market Research

Gorseinon College
Swansea
09.2001 - 09.2003

A Level - Business Studies

Gorseinon College
Swansea
09.2001 - 09.2003

Skills

Team building and leadership

Software

Excel

Word

Access

Powerpoint

OneNote

Aspect eWFM

Genesys Cloud

PowerBI

Microsoft Sharepoint

Timeline

Real Time Manager

Virgin Atlantic Airways LTD
10.2021 - Current

Night Operation Team Leader – Customer Centre

Virgin Atlantic Airways LTD
11.2020 - 10.2021

Sales Team Leader – Customer Centre

Virgin Atlantic Airways LTD
03.2019 - 11.2020

Customer Service Team Leader– Customer Centre

Virgin Atlantic Airways LTD
04.2016 - 03.2019

A Level - Financial Accounting

Gorseinon College
09.2001 - 09.2003

A Level - Human Resources

Gorseinon College
09.2001 - 09.2003

A Level - Market Research

Gorseinon College
09.2001 - 09.2003

A Level - Business Studies

Gorseinon College
09.2001 - 09.2003

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Liam GoughReal Time Manager