Robert Perkins
Widnes,Cheshire
Summary
Experienced professional with a strong background in Contact Centre Management and Leadership, demonstrating expertise in Performance Management, KPI setting and tracking, and Process Improvement. Adept at delivering constructive feedback, analysing performance metrics, and ensuring regulatory compliance. Proven ability to lead teams effectively, resolve conflicts, and maintain resilience under pressure while driving strategic planning and quality assurance initiatives. Skilled in Excel, Power Automate, Microsoft Office Suite, data analysis, and report-writing. Committed to continuous improvement and achieving results through analytical thinking and effective communication.
Overview
9
9
years of professional experience
Work History
Performance analyst and Coach
Sainsbury’s Argos
Widnes, Cheshire
06.2020 - 09.2024
- Daily analysis of performance dashboards and data, then creating targeted insight to be served up to the Team Manager of the advisor who is in the top 5 or 10 for performance, this includes what I have found, which part of the My Customer framework it relates to and what can help in the coaching session, then checking the advisors CDL to get the 360 views.
- Create and hold monthly huddles that involve the Team Managers and Operation Leads, they include any target insight, discuss any focus areas they want support in and work alongside then to identify the best opportunity for coaching.
- Support in any change projects that need the operation to adopt new ways of working and support the team leaders to embed the process with any trials or full rollout.
- Weekly ID&V compliance checks and complete a report to send out to the heads of and ops leads, this shows the number of 1, 2 or 3 fails in 12 weeks and the period and then checking that the correct process has been followed by the relevant team leader to capture the failure and feedback in coaching or take further action if needed.
- Weekly 2nd line checks on Team Manager evaluations against the My Customer framework, this is across all brands and channels and involves evaluating their check and feeding back any variance in a meeting and get an understanding of their strategic thinking for picking the call they evaluated.
- Process any SAR’s (Subject Access Request) in line with agreed policy, also check for any PCI breaches of customers bank or payment details, this includes deleting any content and feeding back the team manager to coach the correct process.
- Mapping customer complaints each week, this involves listening to all contacts and evaluating the interaction and feeding back via a complaints pack to the operations both in-house and offshore to allow coaching against the issues raised by the customer.
Performance and Leadership Coach
Sainsbury’s Argos
09.2016 - 06.2020
- Coaching and supporting eight team leaders, to coach them to drive performance for their team and themselves so they achieve the expected competency level and higher.
- Feedback on all observations setting out a structure action and following up to see if the team leader has completed it.
- Create and deliver workshops to team leaders around culture, emotional intelligence, action setting and more.
- Analyze and track the benefits of coaching and performance improvements.
- The ability to make fast paced and important decisions, being curious and seeking to understand the impact and route cause of the issue.
- Working with team leaders to improve kpi’s across the contact center.
- Working close with the Coach Lead and other coaches to build reports for tracking all team leader competencies.
- Review, adapt and develop the existing coaching model and support in the implementation across the CMC.
Team Leader
Sainsbury’s Argos
03.2016 - 09.2016
- Analysis of team and individual performance and then planning out a short, medium and long-term plan to achieve and maintain the kpi’s.
- Coaching advisors to achieve the level of kpi’s, this is done by finding the root cause of why they may struggle to achieve and then have them set a plan to improve their performance, this is done via planning and prioritizing any exceptions on the team.
- Monitoring survey feedback from customers and coaching around the impact this has and how the advisors can improve theirs and the team’s results.
- Target coaching based on the exceptions and followed up in my floorwalking to keep the focus on their actions.
- Implementation of support plans for any advisors who are exceptions for 4 weeks or more, this involved two coaching sessions per week for the 4 weeks.
Education
NVQ level 3 - Customer Service, contact center operations and contact center sales
NVQ
WarringtonSkills
- Excel
- Power Automate
- Contact Centre Management
- Leadership
- Performance Management
- Team Player
- Problem Solving
- Performance metrics analysis
- KPI setting and tracking
- Performance evaluation
- Report-writing
- Team Leadership
- Strategic planning
- Microsoft Office Suite
- Strategic thinking
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Accomplishments
- Accredited BearingPoint Active Manager Coach
- Created new evaluation forms in MS Forms and then build a report to allow the operation the ability to see their ID&V and My Customer framework results.
- Supported in the restructuring, landing, and coaching of a new call quality framework within the Sainsbury’s Argos contact center.
- Supported in the first and second phase implementation of the new Power Bi performance dashboards.
- Supported with the setup of the SKY TV Technical campaign and E. On campaign within Hero tsc.
Timeline
Performance analyst and Coach
Sainsbury’s Argos
06.2020 - 09.2024
Performance and Leadership Coach
Sainsbury’s Argos
09.2016 - 06.2020
Team Leader
Sainsbury’s Argos
03.2016 - 09.2016
NVQ level 3 - Customer Service, contact center operations and contact center sales
NVQ
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