Nick Daniel Email & Phone Number

United Kingdom

North West

Working across Sainsbury’s Argos Retail, Argos Financial Services, Homebase and Habitat, and responsible for the production of Budget and Operational cost and workload forecasts of 12million customer contacts pa, and the design and delivery of 1600+ FTE Resource and Capacity Plans across Sainsbury’s Argos Customer Service Contact Centres. Including front, middle and back office functions, and management of the capacity planning, resource delivery and resource costs across the in-house and outsource contact entre estate, including Voice, LiveChat, Social Media, Email and Back Office channels.

North West

2 year secondment into a Scheduling Manager role to implement flexible shift working across inhouse Contact Centre resource staff; building the business case and delivering the cost benefits, whilst working with unions, planning teams and the operation to deliver flexible shift patterns for the first time into the Contact Centre Operation teams.

North West

Production of Contact Centre workload forecasts across Argos Retail, Argos Financial Services, Homebase & Habitat, together with design and delivery of capacity planning and resource planning to deliver the contact centre resources into the inhouse and outsource contact centre operations - across frontline and back office.

North West

To develop planning and operational initiatives and processes, in partnership with marketing and product teams to maximise contact centre opportunities to achieve sales of Argos store card insurances. Optimisation of the customer journey experience from store card fulfilment through to workload forecasting, contact routing and scripting; design and implementation of BAU processes; development of contact centre staff bonus schemes, team structures and new product integration; delivery of agreed contact centre KPI metrics

Bachelors, Geography

4 X A-Levels, Geography

11 Gcses Including Maths & English.