Senior Stars Shortlisted for Welsh Contact Centre Awards

Senior stars shortlisted for Welsh Contact Centre Awards – Ceremony set to celebrate the individuals and organisations that make the £650m sector shine

The nominees for the 19th Welsh Contact Centre Awards have been announced by the Welsh Contact Centre Forum, ahead of a lavish celebrity-led ceremony in the Wales Millennium Centre next March.

The awards were established to celebrate the individuals and companies making a significant contribution over the last twelve months to the contact centre sector, which is worth an estimated £650m to the Welsh economy.

With the contact centre industry in Wales sustaining tens of thousands of jobs in Wales, the awards, headline sponsored by Centric Recruitment, recognise the innovative organisations and exceptional individuals that are essential to the ongoing success of the sector.

In recent years the ceremony has been hosted by a string of famous faces including Alan Carr, David Walliams and Jonathan Ross, but the identity of the star set to host 2017’s ceremony is being kept a secret until the event itself.

Phil Worthing, managing director of Centric Recruitment, (Pictured 4th From Left) said:

“We’re proud to be headline sponsors of this fantastic event for the second year running and the calibre of the finalists really is outstanding. At Centric, we provide unrivalled recruitment solutions to the sector and believe that having great people at the heart of a business is vital to its success. The role the awards plays in recognising and rewarding excellence is crucial to ensuring the entire sector continually learns from best practice.”

Following eleven years of service at Legal & General, head of investment services, Marc Lee, (Pictured 2nd From Left)has been announced as a finalist in the Contact Centre Senior Leader category. Marc, 44, is responsible for around 200 staff members and manages strategic directions for a team which deals with upwards of 440,000 customers.

The category recognises senior-level employees that have exhibited exceptional management skills, combining a commitment to the delivery of organisational objectives with efficient and effective service. The shortlisted finalists have been selected for their implementation of innovative strategies that impact positively on the wider organisation and have a commitment to the continuous improvement of centre, staff and self.

Marc said: “I’m extremely humbled to be nominated for this award by my management team. I get my satisfaction from the successes of my teams, so for them to recognise my contribution towards their own achievements means a lot to me.”

Nominated alongside Marc in the Senior Leader category is Allison McCarthy, Head of Site at EE in Merthyr Tydfil. (Pictured 6th From Left)

Allison, 47, is responsible for more than 500 employees on a daily basis and has implemented a two-year plan that has seen an increased number of opportunities for employees to gain formal qualifications and has been the driving force behind the workforce doubling in size.

Also shortlisted is Ben Edwards, representing Firstsource Solutions. (Pictured 5th From Left) The 34-year-old senior operations manager has worked for the company for nearly five years.

He said: “What I enjoy the most about my role is delivering great performances that highlight the work my teams and I put into our roles. Seeing strong engagement and satisfaction results lets me know my teams are happy in the workplace and proud of the work they do.”

Sandra Busby, managing director of the Welsh Contact Centre Forum, (Pictured 3rd From Left) said:

“The finalists in this category are perfect examples of the difference a great leader can make to a whole organisation. The awards shine a light on the excellent career progression opportunities that contact centres offer and the exceptional individuals helping to drive the sector forwards. We’re looking forward to rewarding the some of the industry’s greatest ambassadors at our 2017 event.”

Additional Information

The finalists will be honoured and the winners announced at the Welsh Contact Centre Awards ceremony at the Wales Millennium Centre on Friday 3rd March 2017.

Event sponsors include headline sponsor Centric Recruitment and Welsh Government Conduit, Cardiff & Vale College, Yolk Recruitment, Aegis, Red Recruitment, University of South Wales, Premier CX, Legal & General, TSW Training, and HSBC.

For additional information on the Welsh Contact Centre Awards visit their Website

Photograph Caption (L to R) Andrea Thomas – Marc Lee – Sandra Busby – Phil Worthing – Ben Edwards – Allison McCarthy

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