Paul Sutton Email & Phone Number

Birmingham, England, United Kingdom

Here at M.E.L, I am responsible for establishing processes and managing a team in the delivery of all outbound call centre (CATI) and face to face (CAPI/CASI) fieldwork as standalone method projects or as part of a blended solution, ensuring they are delivered to high quality standards. This involves:Regular analysis of team performance in conjunction with.

• Role Context
• Responsible for leading, managing, developing, and motivating a remote team of 6 Field Performance Managers & remote external survey interviewers (150 FTE) deliver against project KPI’s (quality, timeliness, cost)
• Regular analysis of team performance in conjunction with data insights and production of weekly and monthly reports specifying interviewer resource requirements and ensuring effective recruitment, training, and ongoing.
• Ensuring effective interviewer allocation, performance management and utilisation ensuring processes are in place to support and continually improve high quality delivery.Key achievements
• Continuously Improved utilisation of external workforce by encouraging smarter allocation of work.
• Reduced unallocated workloads via targeted recruitment activity.

• Role Context
• Start up and growth of Call Centre Sales Operations team for a Chartered Building Surveyors.
• Full operational responsibility Operations and third-party providers.
• Keeping up to date with industry/market trends and adapting strategy accordingly to increase sales of Valuations, Level 2, and Level 3 Home Surveys in relation to residential property purchase.
• Sales & Relationship Management of Clients, Vendors, Estate Agents & MRICS Surveyors.Key achievements
• Set up procedures and technology & established a functioning homeworking call centre during the Covid-19 pandemic.

Stockport, United Kingdom

• Role Context
• Lead Sales & Operation (New Business Sales, Key Account Management & Client Development
• Full operational responsibility for outbound call centre sales staff though a team of four managers (100FTE outbound dialling on a Sytel dialler system).
• Building strong relationships and managing day to day communication with internal and external third-party stakeholders ensuring on time and within budget project delivery.Key achievements
• Relocated call centre operations to new business premises reducing operational costs.
• Introduced & developed new telephone technology to improve process and business agility.

Nottingham

• Role Context
• Managed National Operations for a full-service Market Research agency.
• Fieldwork Project Delivery for methodologies including Quantitative, Qualitative, Online, Mystery Shop (CATI, CAWI, CAPI)
• Quality Manager responsible for ISO20252 and ISO900, IQCS & MRS Standards.
• Managed day to day communication with key stakeholders.Key achievements
• Relocated call centre operations to new business premises & introduced innovative technologies to improve performance and reduce cost.

Nottingham

Role ContextManaged the Telephone Centre, Data Analysis and Data Processing teams Project Management and co-ordination of field work including mystery shop, quantitative and qualitative CATI surveys, depth/focus group, recruitmentWorking to a number of strict industry standards MRS ISO20252 ISO9001

London & Birmingham United Kingdom

• Positions HeldHead of Sales: January 2007 - June 2007Sales & Operations Manager: January 2006 - January 2007 Call Centre Manager: September 2004 - January 2006Role Context
• Managing all aspects of Business Unit sales for this training/skills company
• Responsible for Operations which encompassed fifty onsite staff across two office sites.
• Remote management of seven field sales executives
• Lead team meetings to discuss results, provide training and give direction to exceed results.Key Achievements
• Repeatedly secured/exceeded business unit sales targets.

West Midlands & South West

Positions HeldArea Telesales Manager: July 2003 - September 2004 Telesales Manager: July 1996 - July 2003Telesales Executive: November 1994 - July 1996Role ContextSupervisory and Management of telesales teams and back office processes.Responsible for 80-100 F.T.E across two sites Inbound/Outbound B2C. Direct reports included 5 Telesales Managers and 1.

Birmingham, United Kingdom

B2B Advertising Sales for local and national titles and management of key accounts.