Mark Fox Email & Phone Number

Manchester, Gb

North West

Widnes

I set up a Cost of Ownership model to enable Argos to make key strategic decisions in the location and size of services. I created, wrote and started delivery of an internal Planning training model to develop the Argos Planning team, with 30 colleagues already starting on this progression. Through analysis, challenging the productivity of third party suppliers, leading the process through to a conclusion by thorough analysis, liaison with Audits, Senior Leadership, Solicitors and the third party recouping over £250,000 of overcharges. Close liaison with Senior Management in the CMC to share plans and deliver benefits Developed easy to use resource models, including the ability to input self-serve 'what if' scenarios.  developed separate models to plan for Argos Digital channels, including Livechat and Social Media which was used as the basis for growing the LiveChat channel and also to change the way Social media is managed on the floor. This ensured we could grow the increasing popular Livechat channel whilst maintaining NPS & CSAT scores.

Widnes

 Act as Planning lead for change. Provide Impact and Cost assessments for all change. Identify Capex and Opex costs with return on investment timescales.  Present Impact Assessments to all levels of the business across multiple brand and channels Be the Planning lead on the technical and logistical paths for implementing change, including impacts and opportunities within the switch and telephony networks. Working closely with the Operation and PMO to deliver the most effective way of landing change, with a strong focus on minimising customer and colleague impact, combined with keeping costs as low as possible. Identify risks and issues and provide mitigations and contingency. Provide MI and analysis following implementation to track the impact of change. Challenge assumptions and benefit cases for change. Ensure all plans are fit for purpose.  Provide recommendations to increase revenue generation within the sales teams.  I set up an ‘effort score’ matrix to identify sales categories where sales teams can make the biggest difference with sales through service, identifying an initial £4m of revenue opportunities.  Delivering Long and Medium term multi-channel forecasting to all for Argos, Homebase and Habitat Customer Service Centre with over 10m contacts per year Providing Long and medium term resource plans to support the demand forecast. I acted as Project Manager for setting up an internal nightshift of 28 people. I designed the shifts, opening times, skills requirement, training plans and worked with HR and the Operation to provide solutions to any colleague concerns. Liaise with Finance to ensure costs are managed and understood.

helped deliver change through a 'Contact Centre of the Future program'Managing a team of 6 specialists to deliver an end to end planning process using i360Managing the planning processes to deliver flexible working to 800 advisors, having already migrated 500 advisors from fixed to flexible in one site.Working closely with the operation, Resource Planning and MI teams to deliver good performance and understanding the drivers for customer demand.Prior to managing the scheduling side of i360 I managed the Real Time team, playing a key part in migrating the switch from site based Symposium to a virtual call centre on Avaya.I deliver weekly performance updates to the business and attend regular meetings with the Customer Service and Distribution directors to discuss performance and the role of contact centre performance within the customer journey.

Forecasting, scheduling, recruitment planning and producing budget costings for 3 brands, Argos, Homebase and Financial Services across 3 sites and an outsourcer for 1,200 FTE.Produced budget costs to finance 4 times per year based on business provided order forecasts for 10m contact across 18 contact types.Set up resource plan and model for all back office areasEnhanced existing resource models for front line areas to include time of day planning impactors.Produced recruitment plans and shifts for recruitment teams.Porduced call, e-mail and white mail forecasts for 10m contacts per year. played a key part in implementing Voicesage outbound contact manger for 0.5m contacts per year.

Producing forecast and budgets for the (as was) Norweb/Powergen contract)Also worked on the Vodafone and North West water ContractsPlayed a key role in implementing TotalView IEX Workforce Management system into 3 sites, including Forres and Rayleigh.

Education record

Education record