Jo Campbell Email and Phone Number
An experienced and successful professional, focused on Client business objectives, with a wealth of knowledge in Contact Centre Management, Customer Experience (CX) Management Outsourcing, Solution Development and Service Delivery.As a CX Solution Architect developing innovative, cost effective and credible operational solutions for Clients in Public Sector (UK Security Cleared) and Private Sector across a wide range of Industries.Creative solution development of Omni-channel Contact Centre and Back Office operations, including digital transformation. Strategic organisational and process change, process optimisation, transition, transformation for onshore, offshore and nearshore business opportunities.Specialities:Deal and Solution Shaping & StrategyContact Centre Design and ManagementTransition and TransformationDigital - AI (Artificial Intelligence)Resource ModellingCost/price modellingProposal DevelopmentConsultingCollaboration with experts and partnersPerformance Management (and developing Balanced Scorecards)People Management and mentoring
Teleperformance
View- Website:
- teleperformance.com
- Employees:
- 99624
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Solutions DirectorTeleperformance Jun 2019 - PresentBristol, United Kingdom
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Cx Solution ExpertDxc Technology Apr 2017 - Dec 2018Bristol, United KingdomPre-sales Offering Solution Architect creating solutions for Business Process Services opportunities, specialising in Customer Experience (CX), throughout the UK and EMEA. Involves designing contact centre solutions, business process re-engineering and digital transformation. Primarily focused on working opportunities from RFI, RFP stage through to contract signature and handover to our delivery centres. -
Emea Cx Solution DesignerHewlett-Packard Jun 2004 - Mar 2017Bristol, United KingdomA Solution Designer in the BPS CX Contact Centre area, designing contact centre outsourcing solutions to potential Clients, predominately in EMEA but includes Global offerings as required. As part of the pursuit team, this role consisted of developing innovative, cost effective and credible operational solutions for Clients in Public Sector and Private Sector across a wide range of industries eg. Hopsitality, Travel & Transportation, Banking, Utilities.A Certified COPC Registered Co-ordinator and Avaya APSS Sales Specialist Certified. -
ConsultantElectronic Data Systems Jun 2003 - Aug 2004United KingdomProvided strategic, business and operational consultancy for both private and government organisations in the field of contact centres and business process management. In particular, Management Information and Workforce Management Consultant (as part of a Project Team) to design the solution for moving 27 disparate Contact Centres into a virtual operation.Also, strategic Contact Centre Consultant for a specific UK Government Account focusing on performance management and development of Balanced Scorecard methodology for their contact centres, enabling the impact of decisions to be understood and ensure that a common data set concerning the contact centres is used across the delivery strands. -
Client Delivery ManagerElectronic Data Systems Jan 2003 - May 2003Client Delivery Manager for two UK Government Accounts. Responsible for 40 operational consultants and 2 Account Managers across the UK in a multi-million pound contract, providing support, recommendations and guidance to the Client in managing their business through the contact centre medium, from implementation to live running.Achieving consistent 'Green' status on the Service Excellence Dashboard.
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Business Development Manager & ConsultantElectronic Data Systems Apr 2002 - Dec 2002Business Development Manager for UK Government Accounts, resulting in contract extensions plus new business to the value of £1.5M). Additional projects included:Developed centre support service structure for 17 Government Contact Centres in Automatic Call Distribution (ACD) and Client Handling Application management. Produced the call volumterics document to support the EDS Project Managers in the telephony architecture design and guid the Client in resource planning to achieve determined SLAs.
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Account Operations ManagerElectronic Data Systems Sep 1999 - Apr 2002United KingdomWorked in co-managed partnership with the Government, transferring call centre business management skills in order to support the Client in operating their business through the call centre medium. The operation consisted of 4 call centre sites across the UK, working as a virtual call centre.Designed with technical team a bespoke inbound/outbound forecasting tool and staff scheduling programme. Offered business solutions, giving enhanced telephony to support changes and initiatives, ensuring the Client received improved efficiency and call handling potential across the sites.Enhanced and consolidated know MI reporting tools to more accurately reflect the activities across the sites.
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Call Centre ManagerReader'S Digest Association Nov 1996 - Jun 1999Swindon, United KingdomManager of a multi-site operation, comprising of an internal call centre and an outsource supplier. Resource totalled 120 agents and 13 team leaders. Budgetary responsibility to £1.4M. Increased overall call centre productivity by 30%, whilst saving costs by 25%. Reduced call processing time by 17% through eliminating manual recording of customer data and removed the data keying requirement by an outside supplier with approximate 40% cost saving in this area.Developed customer retention/conversion campaign - inbound success rate of 24% and outbound success rate of 12%.
Jo Campbell Education Details
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Business And Finance
Frequently Asked Questions about Jo Campbell
What company does Jo Campbell work for?
Jo Campbell works for Teleperformance
What is Jo Campbell's role at the current company?
Jo Campbell's current role is Solutions Director at Teleperformance.
What schools did Jo Campbell attend?
Jo Campbell attended University Of The West Of England.
Who are Jo Campbell's colleagues?
Jo Campbell's colleagues are Agalya C, Edison Rodriguez, Ashutosh Jalkhare, Joel De Jesus Rodriguez, Prechelle Roncon, Vinod Kumar, Jennifer Passotto.
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Jo Campbell
Director Of Global Events And Campaigns (Currently On Maternity Leave) - Supporting The Energy Sector To Identify, Diversify And Pursue Business Opportunities GloballyGreater Aberdeen Area1the-eic.com -
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Jo Campbell
Chief Operations Officer At The Verve Group. An Innovative Company Changing The Face Of Finance And Offering Award Winning Support Services.Darlington2para-sols.co.uk, weareverve.co.uk -
2credit-suisse.com, hotmail.co.uk1 (848) 8XXXXXXX
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