Andy Williams Email & Phone Number

Wakefield, Gb

Leeds, United Kingdom

Leeds, United Kingdom

Leeds

Operational support of internal business critical and high profile client projects:* Operational lead in delivering high profile complaint management solution to world wide leading vehicle manufacturer - Reduced open complaints from over 5,500 to under 300 in 6 weeks achieving 5 day working SLA standard.* Managing 3rd party inbound and outbound supplier relationship * Implementation of dedicated complaints task force team including recruitment, re-developed induction… Show more Operational support of internal business critical and high profile client projects:* Operational lead in delivering high profile complaint management solution to world wide leading vehicle manufacturer - Reduced open complaints from over 5,500 to under 300 in 6 weeks achieving 5 day working SLA standard.* Managing 3rd party inbound and outbound supplier relationship * Implementation of dedicated complaints task force team including recruitment, re-developed induction training model, client relationship management, process mapping & operational working practices/SLA's * Supporting operational performance during ramp down and exit of Telco client* Ensuring operational delivery and balancing of redeployment requirements to maximise commercial gains. Delivering complete redeployment of all Full Time employees and achieving best ever Sales, Retention's and Collections performance during ramp down.* Operational lead role on PCI compliance certification assessment. Linking in with IT, project team, project board sponsor and 3rd party auditing organisation to deliver business critical compliance certification. Show less

Cape Town

- Responsible for performance of 325 FTE on inbound consumer campaign and 60 FTE on inbound B2B campaign - Growth of the business from 60 FTE in October 2012 to 750 FTE live FTE at present - Planning and resourcing to maximize efficiency. Implementing resource management strategy to deliver leading efficiency performance across the estate - Delivering UK standard customer satisfaction for leading UK premium brand client - Direct line manager responsibility for 5 Operations… Show more - Responsible for performance of 325 FTE on inbound consumer campaign and 60 FTE on inbound B2B campaign - Growth of the business from 60 FTE in October 2012 to 750 FTE live FTE at present - Planning and resourcing to maximize efficiency. Implementing resource management strategy to deliver leading efficiency performance across the estate - Delivering UK standard customer satisfaction for leading UK premium brand client - Direct line manager responsibility for 5 Operations Managers and 1 Real Time and MI Manager. - Employee engagement and bonus structure strategy - Project management through design, implementation and transition phases - Implementation of HR and labour regulations Show less

Cape Town Area, South Africa

- Responsible for performance of 275 FTE on inbound consumer campaign - Growth of the business from 60 FTE in October 2012 to 550 FTE - Planning and resourcing to maximize efficiency. - Delivering UK standard customer satisfaction for leading UK premium brand client - Direct line manager responsibility for 3 Operations Managers - Employee engagement and bonus structure strategy - Project management through design, implementation and transition phases -… Show more - Responsible for performance of 275 FTE on inbound consumer campaign - Growth of the business from 60 FTE in October 2012 to 550 FTE - Planning and resourcing to maximize efficiency. - Delivering UK standard customer satisfaction for leading UK premium brand client - Direct line manager responsibility for 3 Operations Managers - Employee engagement and bonus structure strategy - Project management through design, implementation and transition phases - Implementation of HR and labour regulationsContributed to achievement of Call Centre of the year award as Bpesa industry awards 2013 Show less

Cape Town Area, South Africa

- Specifically recruited to launch and develop first ever O2 offshore opertation - Delivered UK standard of customer satisfaction metrics within 6 months of go-live for UK based premium brand client - Successfully delivered growth of the business from 60 FTE in October 2012 to 350 FTE - Planning and resourcing to maximize efficiency. - Direct line manager responsibility for 5 Team Leaders - Employee engagement and bonus structure strategy - Project management through… Show more - Specifically recruited to launch and develop first ever O2 offshore opertation - Delivered UK standard of customer satisfaction metrics within 6 months of go-live for UK based premium brand client - Successfully delivered growth of the business from 60 FTE in October 2012 to 350 FTE - Planning and resourcing to maximize efficiency. - Direct line manager responsibility for 5 Team Leaders - Employee engagement and bonus structure strategy - Project management through design, implementation and transition phases - Implementation of HR and labour regulations Show less

Dearne Valley

- Responsibility for management of 8 Team Leaders - Estate leading KPI delivery with >95% of all targets achieved for 2 years consecutively before leaving the role to join Capita SA - Delivery of department merge in 2011 reducing client costs and supporting client satisfaction survey best ever results - Achieved best ever value added sales results and supported significant improvements across all other campaigns - Oversaw a continuous improvement in customer satisfaction year… Show more - Responsibility for management of 8 Team Leaders - Estate leading KPI delivery with >95% of all targets achieved for 2 years consecutively before leaving the role to join Capita SA - Delivery of department merge in 2011 reducing client costs and supporting client satisfaction survey best ever results - Achieved best ever value added sales results and supported significant improvements across all other campaigns - Oversaw a continuous improvement in customer satisfaction year on year Show less