Aileen McGovern

Experience

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  Webhelp UK

  Aug 1996 - May 2010

  Team Manager

  “To lead, motivate and coach a team of contact centre associates, in order to deliver a high quality service to clients whilst maintaining and improving external and internal service standards and team targets”.The main duties of the position include :- · Collation, input and monitoring of Contact Centre statistics for team of associates · Guiding team on procedures, campaign knowledge and general issues/questions in order to meet service standards and criteria · Develop team members through regular coaching and feedback, if necessary identifying training requirements· Assist recruitment by carrying out competency based interviews, role plays and ISV testing of candidates· Carry out formal appraisals and agree goals with each team member in order to maximize their performance · Assisting Operations Managers in the day to day running of the Call Centre · Dealing with escalated customer issues · Dealing with any disciplinary or grievance issues within the team in conjunction with Human Resources Show less

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  Workers' Educational Association

  Jan 2010 - Jan 2012

  Adult Education Tutor
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  West Lothian Council

  Nov 2010 - now

  Adult Learning Worker

  To work with learners and partners to develop, deliver, and evaluate teaching and learning for adults within a social practices model as defined in A Social Practice Model for Adult Learning. To develop and deliver individual and group learning plans to use creative learning opportunities to engage new learners. To work with individuals within a group setting towards completing individual learning plans. To deliver certified learning embedded within delivery, where appropriate and participate in quality assurance processes relating to accreditation. To integrate the Curriculum for Excellence framework into all delivery. To create individualised learning resources to meet the needs of learners’ goals, such as worksheets, concrete materials, and IT resources. To maintain a high quality of delivery through a reflective practice approach supported by recording systems such as reflective logs. To ensure quality assurance systems are monitored and maintained. To record learner outcomes using CRM and other data collection tools. To support and supervise sessional staff and volunteers. To build relationships with both internal and external partners to facilitate delivery of learning programs. To embed guidance into provision to aid progression to other learning, volunteering or engagement in civic and community life. To support the delivery of the Learning and Skills Framework 2015-18 through engagement in local community learning partnerships and plans and assist with maintaining reviewing and evaluating the framework. To raise awareness and promote the service to potential students and partners. To complete admin and quality assurance tasks within agreed timescales. To represent West Lothian Council Adult Learning service both locally and nationally as agreed by the Adult Learning manager. To maintain a current knowledge and understanding of adult learning to facilitate the sharing of best practice, ensuring compliance with all relevant legislation. Show less