Chris Gage Email & Phone Number

Galashiels, Gb

Galashiels, Gb

Tweedbank, Scotland, United Kingdom

Responsibilities * Lead delivery of change and projects into BAU operational teams, ensuring that delivery meets objectives, needs of colleagues, employers and members within agreed timescales. * Work and communicate with other leaders to identify priorities for change and opportunities to transform services, promoting a focus on user needs and member outcomes. * Promote and embed customer centric can-do culture, coaching and supporting colleagues to deliver in a fast paced,… Show more Responsibilities * Lead delivery of change and projects into BAU operational teams, ensuring that delivery meets objectives, needs of colleagues, employers and members within agreed timescales. * Work and communicate with other leaders to identify priorities for change and opportunities to transform services, promoting a focus on user needs and member outcomes. * Promote and embed customer centric can-do culture, coaching and supporting colleagues to deliver in a fast paced, evolving environment, utilising flexible approaches to enable cultural change. *Managing quality and outcome testing, through risk-based testing, ensuring strong customer outcomes for our members. * Implement and maintain effective methods for gathering customer satisfaction data. * Manage customer complaints and associated conduct risk, ensuring complaints are responded to using a Treating Customers Fairly Methodology, whilst adhering to regulatory requirements. * Use root cause analysis of complaints, breaches and customer outcomes produce MI which in turn will drive training and coaching needs and form the basis for continuous improvement initiatives. * Manage change and continuous improvement initiatives into the operation, working with the Head of Service and Operational Delivery to reduce waste, increase capability, resilience and capacity in the customer services teams. * Lead the way through complex issues and conflicting perspectives. * Support the SPPA in general duties including preparing operational papers, building business cases for funding and managing budget. Show less

- Ownership of Business Support Centre (contact centre), transforming and improving base functionality.- Leading of the Continuous Improvement and Business Improvement Function, with a focus on Lean Six Sigma and Customer Experience.- Line management of Digital Product Owners.- Line management of Performance Roles, including deep-dive analysis and labour market insight.- Subject matter expert on Customer Service and associated technologies.- Strategic owner of Divisional… Show more - Ownership of Business Support Centre (contact centre), transforming and improving base functionality.- Leading of the Continuous Improvement and Business Improvement Function, with a focus on Lean Six Sigma and Customer Experience.- Line management of Digital Product Owners.- Line management of Performance Roles, including deep-dive analysis and labour market insight.- Subject matter expert on Customer Service and associated technologies.- Strategic owner of Divisional Action Plan- Divisional Design of Strategic Improvement Agenda (1800 heads) Show less

Edinburgh, Scotland, United Kingdom

To establish and maintain productive relationships with client management. I needed to understand the client's industry and recognize key performance drivers, business trends, and emerging industry developments. Maintaining an awareness of general economic and business developments that may impact the client.

St Neots

Key Achievements- Introduced process and control methods to the Planning, Data, and Analytics structure.- Embedded a structured and professional approach to working and initiating management.- Introduced Best Practices across a large section of work, including Resource Planning and Insight Analytics.- Embedded an entire Contact Centre Infrastructure system within a very short period of time as a reaction to COVID-19, allowing our entire workforce to move into a remote… Show more Key Achievements- Introduced process and control methods to the Planning, Data, and Analytics structure.- Embedded a structured and professional approach to working and initiating management.- Introduced Best Practices across a large section of work, including Resource Planning and Insight Analytics.- Embedded an entire Contact Centre Infrastructure system within a very short period of time as a reaction to COVID-19, allowing our entire workforce to move into a remote working setup.- Introduced a full Capacity Plan and all its mechanisms, including best practice concepts around shrinkage and utilization.- Managed a large Planning Team in a Multilingual Environment.- Managed Operations for disparate customer service teams.- Standardized Business Requirements for Planning while providing comprehensive Management Information to Stakeholders.- Supported the implementation of Continuous Improvement Roadmap.- Put together a comprehensive rework of the Planning & Analytic process, focusing on best practices. Show less

The Reducing Reoffending Partnership and IngeusTo provide a variety of important services for the organisations reporting into the CEO / C-Suite (Reducing Reoffending Partnership and Ingeus Health) by leading on the creation of Enterprise Planning, Resource Modelling, Knowledge Management Strategy Implementation, Complaints Management and supporting quality control. Support the drive to perform and improve, to manage capacity in order to understand the true Full-Time Equivalent need… Show more The Reducing Reoffending Partnership and IngeusTo provide a variety of important services for the organisations reporting into the CEO / C-Suite (Reducing Reoffending Partnership and Ingeus Health) by leading on the creation of Enterprise Planning, Resource Modelling, Knowledge Management Strategy Implementation, Complaints Management and supporting quality control. Support the drive to perform and improve, to manage capacity in order to understand the true Full-Time Equivalent need throughout the business, providing recommendations to the Executive Team.The role also includes accountability through line management of Quality, Continous Improvement, Complaints, Knowledge Management, Analysis and Change Unit Team functions supporting the drive to embed best practice and a balanced approach to performance and insight. As part of this balance and embedding overall accountability for the auditing centre managers (CSC) and creating accountability measures to ensure process improvement changes are embedded throughout the organisation. Through Capacity Planning and Insight I supported decision making on Staffing and forward recruitment profiles as well as install mechanisms to understand the business staffing profile moving forward by the implementation of Workforce Planning.Managing a full suite of Visual KPI Dashboards to allow the Executive team to make key decisions based on insightful and purposeful data. Show less

Birmingham, United Kingdom

The Reducing Reoffending Partnership and IngeusResponsible for the creation and implementation of all Performance Metrics (individual) across two sites, managing reporting on all agreed Service Levels, Capacity Planning and the principles of forward planning.A key requirement is to ensure the centre is managed to budget and thus an overview of headcount to budget and control of this is a key aspect of the role, by approving recruitment and backfill requirements. Ownership of… Show more The Reducing Reoffending Partnership and IngeusResponsible for the creation and implementation of all Performance Metrics (individual) across two sites, managing reporting on all agreed Service Levels, Capacity Planning and the principles of forward planning.A key requirement is to ensure the centre is managed to budget and thus an overview of headcount to budget and control of this is a key aspect of the role, by approving recruitment and backfill requirements. Ownership of service levels and resourcing profiles to deliver them is also a key accountability of this role by working in partnership with site managers to deliver against the plans. My role includes accountability through line management of Quality, Complaints and Knowledge management functions supporting the drive to embed best practice and a balanced approach to performance and insight. As part of this balance and embedding, overall accountability for the auditing centre/site managers to the expectation of quality processes and standards. Show less

Equipoint Business Centre, Birmingham

Managing Reporting, Planning and Performance-Creation of a brand new set of performance monitoring functions, metrics, and measures-The management of real-time scheduling analysts and the performance analytics -Leading efforts to centralize staffing in order to increase efficiency-Integrating new systems into a shared services department - workforce management/telecommunication upgrades-Successfully developed two business cases to increase the size of the Planning and… Show more Managing Reporting, Planning and Performance-Creation of a brand new set of performance monitoring functions, metrics, and measures-The management of real-time scheduling analysts and the performance analytics -Leading efforts to centralize staffing in order to increase efficiency-Integrating new systems into a shared services department - workforce management/telecommunication upgrades-Successfully developed two business cases to increase the size of the Planning and Insight team.-Responsible for developing capacity modelling/scenarios for external departments-Taking the lead for organisation-wide utilisation studies and reports.-Developed performance metrics and measures to provide an understanding of working levels and attainable efficiency/capacity gains. Show less

Phnom Penh, Cambodia

Temporary

Selkirk, Scotland

Education record

Advanced Certificate In Customer Contact Management & Performance - Commendation

High School, Accounting And Business/Management