Karl Burrows Email & Phone Number

London, England, United Kingdom

In my role, I am responsible for analysing customer demand and strategically planning our staffing requirements to ensure efficient management of calls, webforms, and emails, all while maintaining a high standard of customer service. Additionally, I oversee performance reporting for both our agents and the NEC, ensuring that we consistently meet and exceed service delivery expectations.

Carlton Park - Leicester

I led the forecasting team responsible for delivering crucial insights to the commercial division of Santander. My role involved meticulously crafting and continuously updating staffing requirements for over 20 distinct product areas, with forecasts ranging from annual projections down to precise 15-minute intervals. By rigorously reviewing and challenging all planned assumptions, I ensured that any capacity-related risks to the business were swiftly identified and mitigated. My primary objective was to present and publish only the most accurate assumptions, enabling effective and informed planning across the organisation.

Central Milton Keynes

I developed and published comprehensive weekly forecasting plans and staffing requirements for the telephony channel, ensuring that resources were optimally allocated to meet fluctuating customer demand. My role involved providing detailed analytical support for various projects, where I assessed potential impacts on customer demand and staffing needs, thereby enabling informed decision-making and strategic planning.In addition to my core responsibilities, I took an active role in mentoring, coaching, and supporting new team members. I guided them through complex forecasting processes, helping them to quickly adapt and excel within the team. My efforts in fostering their professional growth and integration contributed to a more cohesive and high-performing team.

Bradford, West Yorkshire

Role involved providing insightful Business MI for Senior mangers and Team Managers aimed at improving call centre performance, Acted as first point of contact for all technical issues around the call centre.

Bradford, West Yorkshire

Started as a Front-Line colleague handling inbound customer calls, aimed at resolving customer enquiries as well as identifying opportunities to increase customer loyalty, progressed to be a Senior Advisor supporting two Team Managers and coaching c.30 Colleagues, handling customer complaints calls as well as complex enquiries.

Education record

Computer Studies, Rsa Qualifications

Education record