Consultant expertise in Contact Centre Management, Operational Support and Consultancy
- Working with and advising virtual teams in large public and private organisations including
Government, Blue Chip, small/medium/large Businesses and Individuals
- Links with professionals in BT and large organisations utilising Contact Centre technology
- Strategy development and business planning for budgets up to £250m
- Customer service analysis, strategy design, development, implementation and objectives
- Human and physical resourcing of 60 centres, over 8,000 seats and 12,000 people
- Real time 24/7 service, 20 individually networked and targeted channels, 210m calls/year
- Design, manage and deliver step changes in volume, organisation and culture
- Contact Centre programmes improving value at the rate of £4m-£6m per year
- Internal and external consultative customer and supplier management up Director level
- Organisational design for large Contact Centres, Resource and Support Teams.
Process and Project Management
- Process and project manager, product launch and campaigns
- Opening, closing and relocating Contact Centres
- Contact Centre and Service Process Management from strategic to procedural level, front
and back office
- Delivery of results in over 100 varied projects and programmes using standard
methodology eg PRINCE 2
- Expert in benefits management including design and assessment of pilots and trials
- Experienced legal case management processes in the public sector
- Experienced in sensitive processes supporting requirements for Government bodies.
Management of Information Systems
- Service (MIS) reporting to board level by presentation; real time, voice, web, and paper
- In depth understanding of service and performance drivers and cost benefit models in
Contact Centre Operations
Technology
- Involved in the evolution of Contact Centre technology since its inception;
- Systems requirements, application, utilisation e.g. web, databases, work management, call
steering
- Supplier management and performance evaluation
- In depth understanding, development and process management in telecommunications.
Human Resources
- Contact Centre job design, grade restructuring and pricing
- Resource modelling and forecasting
- Recruitment strategies and delivery of requirements for permanent and temporary staff
- Duty rosta scheduling and design and work with the European Working Directives
- Wastage reduction programmes
- Performance management, training needs analysis and managing training programmes
- Reward and recognition systems in private and public sectors
- Substantial employee relations experience to national level consultation and negotiation
with large trade unions
- Employee feedback systems and successful Divisional registration for Investors in People
- Working with and advising virtual teams in large public and private organisations including
Government, Blue Chip, small/medium/large Businesses and Individuals
- Links with professionals in BT and large organisations utilising Contact Centre technology
- Strategy development and business planning for budgets up to £250m
- Customer service analysis, strategy design, development, implementation and objectives
- Human and physical resourcing of 60 centres, over 8,000 seats and 12,000 people
- Real time 24/7 service, 20 individually networked and targeted channels, 210m calls/year
- Design, manage and deliver step changes in volume, organisation and culture
- Contact Centre programmes improving value at the rate of £4m-£6m per year
- Internal and external consultative customer and supplier management up Director level
- Organisational design for large Contact Centres, Resource and Support Teams.
Process and Project Management
- Process and project manager, product launch and campaigns
- Opening, closing and relocating Contact Centres
- Contact Centre and Service Process Management from strategic to procedural level, front
and back office
- Delivery of results in over 100 varied projects and programmes using standard
methodology eg PRINCE 2
- Expert in benefits management including design and assessment of pilots and trials
- Experienced legal case management processes in the public sector
- Experienced in sensitive processes supporting requirements for Government bodies.
Management of Information Systems
- Service (MIS) reporting to board level by presentation; real time, voice, web, and paper
- In depth understanding of service and performance drivers and cost benefit models in
Contact Centre Operations
Technology
- Involved in the evolution of Contact Centre technology since its inception;
- Systems requirements, application, utilisation e.g. web, databases, work management, call
steering
- Supplier management and performance evaluation
- In depth understanding, development and process management in telecommunications.
Human Resources
- Contact Centre job design, grade restructuring and pricing
- Resource modelling and forecasting
- Recruitment strategies and delivery of requirements for permanent and temporary staff
- Duty rosta scheduling and design and work with the European Working Directives
- Wastage reduction programmes
- Performance management, training needs analysis and managing training programmes
- Reward and recognition systems in private and public sectors
- Substantial employee relations experience to national level consultation and negotiation
with large trade unions
- Employee feedback systems and successful Divisional registration for Investors in People
