candidatepresentation ref. 39888
position sought / Head of Site / Contact Centre Senior Manager / Operations Manager Current location: South Wales but will work anywhere within UK Salary:
Executive package required
key skills & experience / • Successful track record in managing, transforming and optimizing large, multi-site Contact Centre Operations – including green field set up, large scale expansions and site/country consolidation programmes • Experienced in leading and managing diverse teams across a complex, matrix orientated service management structure • Extensive Commercial and Contract Management skills across global suppliers and outsourced partners • ITIL v3 Service Management Expert • Thorough knowledge of People, Process and Technology best practice for Contact Centre environments • Direct engagement with clients at a senior level with significant experience in Sales, Bid and Transition processes • Pragmatic, well organised and able to manage projects effectively to completion by maintaining the commitment and enthusiasm of others
career history / Multi-national IT Consultancy Various positions held (as outlined)
Global End Usesr Director April 2011 - present
Responsible for leading over 2000 staff, delivering End User Services comprising of Service Desk, Contact Centre and Workstation Services to over 2000 clients globally. Dealing with over 9m contacts, and supporting over 500k workstations globally. Delivering high quality, value based services through the roll out of ‘Best Practice’ across people, process and technology.
key achievements • Set up of the Global End User Service Management Structure and Governance Model across 10 countries • Developed the Global Service Centre Delivery Strategy, providing thought leadership and consultancy across all regions • Implemented a transformation plan to align delivery across all of the Company’s Outsourcing End User country organisations, driving towards a single global operating model and ‘Best Practice’ across tools, process and people & organisation • Delivered Restructuring and Off-shoring Targets for 2012 (securing the business unit performance turnaround) • Led initiatives that secured industry recognition and awards including – ‘Best Use of Technology in Contact Centres’ and ‘Best Shared Services’ • Negotiated and Secured Supplier Savings across Workstation Support and Service Centre Telephony Services, 15% and 20% respectively • Completed Business Cases and drove projects to consolidate the number of Service Centres in country and across geographies • Led Global End User Services elements in major bids and deals and transitioned in excess of 20 new contracts across our local, near-shore and off-shore Delivery Centres
UK End User Services Director April 2006 - April 2011
Responsible for all aspects of operations and continual service improvement for UK End User Services, across Logica client base.
key achievements • Exceeded budget targets and delivered a total of 11% unit cost reduction from 2009 - 2011 whilst maintaining Service Excellence through continual SLA achievement and 90+ Customer Satisfaction scores • Selected and negotiated the Global Outsource Agreement for Workstation Support Services - delivering 20% savings to the business • Consolidated and rationalized other smaller ‘helpdesks’ located remotely throughout the organization • Managed a Centre of Excellence recognised for best practice in the Industry, achieving awards for ‘People Development’ and ‘Best Shared Service’ • Established public facing ‘Contact Centre’ credibility in UK • Developed the Global Service Centre Telephony and Vendor Strategy in conjunction with key stakeholders • Successfully deployed new industry leading technology including, Multi-Media functionality and a Workforce Optimisation suite, providing improved contact capabilities for all clients whilst delivering further operational efficiencies
career history / UK Services Centre Manager December 2003 - April 2006 Brought in to expand and develop the Helpdesk operation within South Wales, whilst creating an off-shore capability.
key achievements • Transformed the Helpdesk to a 200 strong Award Winning Service Centre through the successful transition of new work and 2nd line work • Maintained high standards of performance, measurement and motivation. • Number of incidents resolved at ‘First point of Contact’ – >80% • % of calls answered within 10 seconds - 95% (abandoned <5%) • Sickness levels below 3% • Customer Satisfaction levels >90% • Improved staff retention levels through the implementation of a clearly defined career & salary structure and staff development programme – maintaining attrition levels of <5% • Introduced imaginative and flexible incentive schemes to reward excellent and improved performance • Set up the off-shore capability, fully aligned to the UK operation • Planned, selected and implemented new Call Centre technologies including Workforce Management and Self Service capabilities
Outsourced Contact Centre BPO Provider Call Centre Manager
January 2001 - December 2003 Responsible for the day to day operations of 2 UK sites (Swansea and Welwyn Garden City) managing over 500 staff.
key achievements • Key player in setting up the south Wales operation from scratch • Managed the integration of a leading mobile communications company in Welwyn Garden City into the business. Re designed structure, process and tools to align with the other sites • Main operational interface for key telcomms clients.
Multi-utility Company Contact Centre Manager March 1998 - January 2001
Reporting to the Customer Services Manager, responsible for the day to day operation of the water and electric Call Centre.
key achievements • Key operational contact for client management eg. British Energy and liaison with government regulatory bodies ie. OFWAT & OFGEM • Delivery to SLA agreements • Rigorous control of £2M budget • Selected and completed fast track Management Programme
Various Finance Roles — 1990 - 1998
qualifications & affiliations / • ITIL v3 Expert • Financial Management including AAT level 2 • Professional Bodies, SDI, ICS, & BCS • A number of Management Development & Training Programmes over the last 15 years • Selected as Company ‘Senior Women in Business Mentoring Scheme’
other / • Twice winner of the Welsh Contact Centre Manager of the Year • Active member of the Welsh Contact Centre Forum
thank you