International CX Consultant/MENAP/Saudi Arabia.

Generating new business and revenue for Bosch Communications contact centres, across the UK and EMEA. Working with the Operations Director to identify new opportunities and develop existing accounts. Based in Liverpool but also worked in the Bosch locations in Germany and Romania.

Responsible for the Client Relationship between Garlands clients. Ensuring that all KPI’s were met and exceeded. Strong account governance principles implemented including, monthly invoicing, commercials, change requests, on-boarding of new business, developing and expanding existing accounts, setting up and managing weekly, monthly and quarterly client reviews. Identifying and securing new business opportunities. Developing and increasing existing client accounts. Clients managed: Siemens – BBC – easyJet - Vodafone - Cable and Wireless – Sky, Kronos – ntl – Aspect - Orange - Virgin Media – Barclays - Barclaycard – Powergen and BP

Responsible for up to 500 FTE’s.Outsourcing Senior Call Centre Manager for several blue-chip clients including Vodafone (Inbound, Outbound Sales and Credit/Collections), Virgin Media, EasyJet, Ntl, Barclaycard, Barclays, BBC, Siemens, BP and Orange. Initially involved in the start-up of the company with 20 agents.Increasing over a 10-year period to 3500 staff, in 5 locations.Delivering client KPI targets for quality and first contact resolution.Planning and delivering staff resource requirements in line with agreed headcount models reflecting Client call forecastsConsistently delivering KPI targets for inbound call answering service levels and other SLA requirements Optimising client relationships and satisfaction at all levels and seek to build / maximise incremental revenue opportunities Ensuring that all Change Management policies and procedures are adhered for commercial and service quality benefitsMinimising staff attrition and contain leaver levels within budget. Ensuring that exit interviews take place for staff resigningMinimising staff absence levels of all types, ensuring that all policies and procedures are rigorously adhered to (Return to Work interviews and absence stages etc.)Ensuring that positive “floor management” standards are maintained, and that staff motivation and morale is high. Fostering a positive, customer-focused and staff-supportive culture.Containing all operational costs within budgets and seek to maximise profit contribution by challenging all discretionary spending.Ensuring that monthly performance reviews are scheduled and happen on a timely basis for all staff and that salary adjustments take place accordingly.Supporting on-going ISO accreditation by maintain high standards and complying with company policy / procedure and acting on audit findings.