James Brown Email & Phone Number

Coventry, England, United Kingdom

Support the translation of strategic objectives into department goals andestablish KPIs for teams and sub teams to monitor and track performance.Identify opportunities to report, measure and support the improvement inperformance across the function, liaise and engage with relevantmanagers and stakeholders both within Business Operations and withother departments across the business. Support the identification ofperformance gaps and deficiencies and highlight the risk of these not beingaddressed. Work with the relevant areas to ensure alignment across teamstowards key priorities. Support process and system optimisations acrossthe organisation and support business projects on behalf of the BusinessOperations sub departments. Liaising with team owners of third partyrelationships in order to measure their contribution to the success ofBusiness Operations Also safeguard regulatory and compliance obligationsthrough the delivery of operational reporting against key policies. Play anactive role within the Business Operations department and be willing tocommunicate effectively to the Chief Business Operations Officer and theirdirect reports.

Analyse billing data to identify billing issues and trends. Investigate billingdiscrepancies and work with other departments to resolve issues. Recommend process improvements to ensure accurate and timely invoicing. Collaborate with other departments to ensure accurate and timelyreporting and analysis.

Leamington Spa, England, United Kingdom

Interpreting data, analysing results using statistical techniques. Developingand implementing data analyses, data collection systems and otherstrategies that optimise statistical efficiency and quality.

Oversee and implement change of the current MI suite as part of atelephony change project to deliver an optimised call routing system.Responsible for the development of MI ranging from daily MI for every callcentre agent through to monthly executive reporting and ensure the MITeam can continue to provide accurate and timely MI so that themanagement team can make informed business decisions. Delivery of highquality and accurate MI to provide a MI service that meets the challengingand changing requirements of the business. Work closely with senior MIstakeholders to deliver reporting through creative MI solutions and aiddecision support through provision of data and data models. Build effectiverelationships with key MI, IS and business stakeholders to ensure thedelivery of key reporting requirements. Delivery and deployment of effectiveMI within very tight timescales to meet the needs of both MI and various projects.

Oldbury, England, United Kingdom

Lead the design, development, testing, offshore transition and contingencyplanning of all MI Deliverables to ensure MI production is efficient and meetthe highest quality standards. Produce Management Information to agreedstandards of accuracy and timescales for use in operational, tactical andstrategic decision making by senior and operational management. Produceaccurate and timely analysis to agreed timescales for use in operational,tactical and strategic decision making by senior and operationalmanagement, to drive forecasting and operational improvements using MIdeveloped using a combination of Microsoft Excel, SQL Server 2008 andVisual Basic for Applications(VBA) via visual basic editor

Oldbury, England, United Kingdom

Work closely with the Resource and Planning Manager and Operationalmanagement ensuring that short, mid and long term forecasts and shortplans are delivered. Work with the Resource and Planning Manager toidentify improvements to the planning process and make recommendationsfor change. Support the modelling of proposed changes to workload,completing impact assessments ensuring adequate resources are in placeto deliver Key Performance Indicators. Work with the telephony teams toensure that call routing between sites is optimised. Display Strongnumerical, analytical and advanced Excel skills as well as the ability tocreate insight and draw conclusions from a broad range of data usingexcellent communication skills both written and oral. Proven ability tomanage stakeholders and customer expectations. ensure the provision ofaccurate and effective management information. Create and analysebespoke MI to find new ways to support the business in the requirementsfor, and delivery of, new initiatives.

Oldbury, England, United Kingdom

Responsible for the integration of new staff to the contact centre, throughthe delivery of training packages around in house telephony and CustomerRelationship Management systems and specific procedures. Furtheringdevelopment of contact centre agents by conducting coaching and one toone sessions. As well as carrying out all quality monitoring, developmentand behavioural feedback of Contact Centre Agents. Conductinghandovers with Contact Centre Performance Coaches identifying bothareas for development as well as areas of excellence.

Oldbury, England, United Kingdom

Wolverhampton, England, United Kingdom