Karen is an experienced Senior Leader whose current role is Senior Tactical Manager at Sky. She has held this position since April 2021 and her key responsibilities are delivering the real time performance for Sky’s customers contacting us about all aspects relating to servicing their account via the telephony route. Karen works as part of the wider planning team to ensure 4500 service colleagues located across multiple sites are mobilised to support being there for their customers. This involves reacting at pace to resolve challenges, deploying tactics where necessary, whilst working closely with a wide range of stakeholders internally and externally to smooth out challenges and recommend actions to deliver a more agile model.
Prior to her role at Sky, Karen worked for Lloyds Banking Group for 22 years’ where she held a variety of different roles across both operational customer facing and central teams. Leading units of 150+ colleagues with experience in managing teams remotely with a proven track record in leading and transforming teams to succeed.