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With over a decade of experience across digital project management, workforce operations, and contact centre leadership - I bring a unique blend of skills to drive business success. As a Digital Project Manager in a global eCommerce business, I lead cross-functional teams to deliver impactful projects and optimize digital strategies. Previously, as a Workforce Operations Manager in a global recruitment business, I was responsible for managing compliance and the issuing of contracts for both self-employed and temporary workers, across all European locations.Finally, I hold 12 years of experience managing Sales and Customer Service Contact Centres in eCommerce. There, I garnered the ability to deliver exceptional customer experiences while driving operational efficiency. I am passionate about enhancing business processes and developing the people that deliver them. I consistently drive continuous improvement and business growth - all underpinned with a sense of culture and purpose.
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Digital Product ManagerSharkninjaManchester, Gb
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Digital Project ManagerSharkninja Oct 2024 - PresentLeeds, England, United Kingdom
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Workforce Operations ManagerOliver James Nov 2023 - Oct 2024After my successful year as Client Services Manager, a position opened up within the Workforce Operations Team. The function was on the cusp of a major IT Transformation Project, starting with my European function. In this role, I was able to drive contract delivery, accuracy and reporting for my stakeholders, whilst assisting in the delivery of the IT Project milestones.Key Achievements:☆ Led the Workforce Operations Team for European-based candidates, ensuring operational stability and compliance. ☆ Became the primary point of contact for senior stakeholders in Benelux & Central Europe, presenting operational metrics and insights ☆ Assisting on the Middle Office IT Transformation Project, focusing on scaling operations and digitizing processes for enhanced efficiency. -
Client Services ManagerOliver James Dec 2022 - Oct 2024I joined Oliver James, a global recruitment business, in a newly-created role of Client Services Manager. The role was designed to act as a conduit between the front office recruitment function and the middle and back office functions of compliance, payroll and transactional finance - all with a view of improving client experience and our financial performance. Key Achievements:☆ Established and led a new Client Services department across multiple regions, including the UK, Ireland, the US, and Asia ☆ Drove project management initiatives that reduced Unbilled Revenue by £500k and improved financial performance ☆ Partnered with key departments to ensure seamless operations and conducted monthly business reviews for senior leadership. ☆ Acted as a primary escalation contact for high-value MSP Clients.
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Client Support Service ManagerAo.Com Feb 2022 - Oct 2022I was asked to support out B2B CEx function for an initial period of 6 months. Here I led the B2B CEx Function of AO Business (c.50FTE) and was responsible for all aspects of the department. Key Achievements:☆ Introduction of staffing forecast and restructure of duties projects savings of c£500k by April 2023☆ Reduced B2B Aged Debt by c.£730k since July 2022 ☆ Year on Year reduction in ASA and AHT (ASA down by 81% to 1min and AHT down by 21% to 5mins 30secs) ☆ Redesign of the B2B CEx Recruitment Strategy ☆ Implemented a B2B CEx L&D offering, utilising the ‘Thrive' E-Learn platform -
Customer Experience Operations ManagerAo Feb 2019 - Feb 2022In February 2019 I was promoted to the position of Customer Experience Operations Manager. Here, I led an operation of c.250FTE which spanned across all Inbound and Outbound telephony contacts, along with out Email, Live Chat and Social Media channels. Key Achievements:☆ Call North West Contact Centre of the Year Winner - 2019 ☆ Utilised in-house technology to build a Task Management Solution for “Offline” work. Reduced wait times from 72hrs to 24hrs. ☆ Embedded new functionality for Email contact, reducing wait times from 48hrs to sub 24hrs. ☆ Year on Year reduction in ASA and AHT (ASA down by 90% to 3mins and AHT down by 30% to 9mins 30secs). ☆ Implemented a Social Media offering into the Retail CEx Operation using the ‘Gnatta' platform. ☆ Introduced performance-based Scorecard to offer tiered salary structure for frontline staff. ☆ Redesign of the Retail CEx Recruitment Strategy, utilising online pre-screen questionnaires and video-based tasks.
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Contact Centre ManagerAo.Com May 2016 - Feb 2019In May 2016 I was promoted to the position of Contact Centre Manager in AO Retail's Sales function. Here I led the Inbound Sales Academy and 3 other Team Managers. After a successful stint, an opportunity arose to lead the newly-formed B2B Contact Centre, along with a portion of the Customer Experience department. Key Achievements:☆ Delivered consistently high Sales and Protection Plan Conversion results.☆ Restructured the B2B Contact Centre to grow projected sales to £2m. ☆ Reduced customer cancellations from 1.3% to 0.9% ☆ Managed all forms of customer contact, ensuring exceptional quality standards.
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Inbound Customer Service ManagerAo.Com Jul 2014 - May 2016
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Contact Centre Team LeaderAo.Com Oct 2011 - Jul 2014
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Inbound AgentAo.Com Jan 2011 - Oct 2011
Anthony Coleman Skills
Anthony Coleman Education Details
Frequently Asked Questions about Anthony Coleman
What company does Anthony Coleman work for?
Anthony Coleman works for Sharkninja
What is Anthony Coleman's role at the current company?
Anthony Coleman's current role is Digital Product Manager.
What is Anthony Coleman's email address?
Anthony Coleman's email address is anthony.coleman@ao.com
What is Anthony Coleman's direct phone number?
Anthony Coleman's direct phone number is +4478721*****
What schools did Anthony Coleman attend?
Anthony Coleman attended Edge Hill University.
What skills is Anthony Coleman known for?
Anthony Coleman has skills like Customer Service, Team Management, Call Centers, Retail, Team Leadership, Account Management, Customer Experience, Coaching, Management, Business Analysis, Performance Management, Change Management.
Who are Anthony Coleman's colleagues?
Anthony Coleman's colleagues are Selina Short, Joe Mills, Malcolm Dumenil, Greta Sidabraite - Phanides, Urszula Medyńska, Zhang Zhien, Paige Bjorkman.
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Anthony Coleman
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Anthony Coleman
Assistant Director @ Clearviewip | Ex-Deloitte, Ex-Philips | Ip Strategy, Valuation, Commercialisation, Ip Audit & Transactions | Iam Strategy 300United Kingdom3collerip.com, mathys-squire.com, deloitte.co.uk -
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John Anthony Coleman
Executive Guide, Product Leader, Creator Of Kanplexity™ & Xagility™, Co-Author Of Kanban Guide (Also A Flight Levels Coach, Prokanban Trainer, Scrum.Org Trainer, Less-Friendly Scrum Trainer, Agile Kata Trainer Etc. )London
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