CCMA Member Best Practice Visit – Specsavers
2023 Gold winner for Rising Star Team Manager of the Year, Naveed Hussain, wowed the judges at the UK National Contact Centre Awards with his ‘leading by example approach’. Since starting his role in Resource Planning back in 2018, Naveed worked on his development and progressed into an Operations Team Manager in July 2022.
Not only has Naveed settled into his role and is leading his team to great success, but has also led a podcast to raise awareness on loneliness as part of Mental Health and Wellbeing for the contact centre. He is a mentor to others from across the contact centre, led projects for store trials, increased retention rates from 29% to 43%, reduced absence from 14% to 8% by the end of 2022 and improved employee engagement scores to 9.1, which is 1.4 above the benchmark.
Naveed and the team at Specsavers welcome CCMA members into their contact centre in Nottingham, to hear more about their journey to success.