Chantel Morgan-Hallam Email & Phone Number

Nottingham, England, GB

Nottingham, England, United Kingdom

• The lead on all financial and resource planning activity across Operations, with a remit to improve financial reporting and insights and delivering value for money for our customers.
• Develop and maintain financial models, forecasts, and budgets to support short term and long-term business plans including the ownership and co-ordination of our quarterly business planning process for Operations.
• Perform variance analysis, identify trends, and provide recommendations to improve financial performance.
• Prepare regular management reports and present them to the operational senior leadership team - including KPI’s, financial metrics and other relevant analysis.
• Conduct ad-hoc financial analysis to support strategic initiatives or cost saving initiatives.
• Work with key leads across operations to create a plan of enablers that underpin the 3-year efficiency / cost reduction plan across operations, including creating governance to focus delivery and benefits.

Nottingham, England, United Kingdom

During my time in this role, I led the implementation of an internal organsational design, recruitment and transformation of the Strategic Operations team which resulted in the decision to remove the 'Head of...' role from this function, and create 4 new Senior positions which report directly to the Director of Service Operations. This role was a varied.

Nottingham, England, United Kingdom

Varied and busy leadership role which includes:* Leading resource planning across Operations* Developing and managing the Operational Portfolio (using MoP Principles)* Organisational design and TOM* Quarterly budget setting and annual business planning * ExCo and Senior level reporting* Cost Benchmarking * Creating and Maintaining Governance and Controls

Remote

#IamRemarkable is an initiative empowering women and underrepresented groups to speak openly about their accomplishments in the workplace and beyond, thereby breaking modesty norms and glass ceilings.As a facilitator my role involves hosting workshops and being an ambassador for #IamRemarkable withinmy personal and professional networks.To learn more and.

Nottingham, United Kingdom

• Subject matter expert for test and learn environment for Omni-Channel and Multi Skilled customer service environment – involved in project meetings and trial developments from the outset and ongoing to ensure all plans.
• Subject matter expert for Digital Attacker – involved in building and developing the planning functionality for this new area of the business, maintaining relationships with project teams, understanding demand drivers.
• Responsible for BAU tracking and planning for the Live Chat channel across the Sales and Service function, and Business – develop and maintain LBV plans to track performance against MTP targets and demand reductions.
• Lead regular meetings with senior operational managers to ensure actual performance is tracking against budget; making recommendations for change and reducing the risk of overspend. Build strong working relationships.
• People lead for my team – ensuring team welfare, delivering problem solving sessions, supporting succession planning with coaching and mentoring, and developing a team culture of continuous learning, openness and.

Nottingham, United Kingdom

• As a scheduler, I was involved in some large-scale projects including people moves, work movements and work stream changes, which included understanding FTE and budget positions, and building new areas within our WFM.
• I was also the scheduler point of contact for the Model Office/CCP Project which involved working with a number of different stakeholders to ensure that this is planned effectively, and that the eventual Omni-Channel.
• Create and maintain an accurate schedule and four-weekly performance plan ensuring an effective match of customer demand against staffing levels, including call distributions, rotas and schedules in line with.

Nottingham

• Scope out, develop and maintain robust Capacity Planning and MTP (Mid Term Plan) models.
• Calculate forecast workloads for the 12 month planning cycle factoring in seasonality and the overall business plan for each call centre.
• Develop robust ‘bottom up’ requirements for all areas including a detailed understanding of all workload types and demand drivers within these operational areas.
• Using the model, feed in forecast workloads to generate budget FTE requirements working closely with stakeholders to ensure stretching but achievable budget provisions are made.
• Develop and review the planned assumptions used in the calculation of staffing requirements and agree with operational management. Facilitate monthly reviews with operational managers making amendments where necessary.
• Maintain the Capacity Planning Model using the latest staffing data such as attrition rates, recruitment plans, training plans and experience levels to ensure the model reflects accurately at all times the business.

Nottingham, United Kingdom

• Proactively seeking resolution of process exceptions on customer accounts directed by colleagues, through the application of in-depth knowledge, understanding and customer service skill
• Critical stakeholder on projects that will deliver process improvement solutions, where subject matter expertise is required
• Managing escalated customer complaints from initial understanding of key issues through to ensuring their effective resolution focusing on obtaining accurate data gathered through customer contact
• Liaises with operational learning and team managers to the support new starters into role through effective knowledge share
• Charing and attending meetings with relevant key stakeholders to gain insights to drive solutions
• Handling a variety of complex enquiries with in-depth knowledge and high level of resolution

Nottingham, United Kingdom

Working with customers to help them manage the payments for their energy account. Handling inbound and outbound calls to negotiate payments and payment plans, working with people to help them address debt problems. With a remit that includes agreeing affordable repayment plans and dealing with queries, using tact, diplomacy and understanding of customer.

• Leading teams of up to 20 staff to deliver service outcomes and sales objectives, in an incredibly busy and time constrained environment.

• Creating and managing marketing and engagement campaigns to increase client and case numbers, including leading project to develop a user-friendly website and writing articles for various legal publications

Level 5 (Hnd) : Operations Manager, Business Administration And Management, General, Distinction

Level 5 apprenticeship in Operational Management

Physics

Short courses taken in Physics and Maths at level 1 (undergraduate)