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.
Organiser
For over 30 years, the CCMA (Call Centre Management Association), as the longest established contact centre industry body, has been dedicated to supporting contact centre leaders across the UK.
Founded on the principles of sharing best practice and networking to improve skills and knowledge, the CCMA is a thriving community that represents leaders from a huge cross-section of the industry.
Membership of the largest contact centre community offers unique opportunities, such as free annual benchmarking of 25+ KPIs, access to become an Accredited Contact Centre with the Contact Centre Standards Framework, free entry into the UK National Contact Centre Awards, free tickets to the UK National Contact Centre Conference, invites to Executive Networking Dinners and Leadership Forums, and other exclusive events for members-only. Members also benefit from discounted training through the UK National Contact Centre Academy, the industry’s training partner.
To support the industry further, the CCMA conducts regular original research for download, including the annual Voice of the Contact Centre Consumer research, the Evolution of the Contact Centre tracking the industry’s progress and Good Practice Guides on a variety of topics.
