Pete Coulson Cmgr Ccmi Email & Phone Number

Newcastle Upon Tyne, GB

London, GB

• Accountable for planning, developing, and relationship managing the service provision from outsourced providers across Sales and Service operation.
• Annual budget spend of £5million per annum across onshore and outsource teams.
• Lead UK and South Africa Sales and Service teams– circa 300 FTE with responsibility for £5m outsource spend across multi-channel (voice, chat and back-office)
• Accountable for delivery of the Sales, Service and Retention commercial and operational strategies that support direct MORE THAN brands and ongoing achievement of Customer, Compliance and Commercial KPIs and outcomes.

• Accountable for defining and shaping the Sales (Growth) strategy across the MORE TH>N Sales and Service contact centre voice operations – circa 500 fte across four sites.
• Responsible for ensuring that Sales and Service voice operations achieve operational revenue targets (£60million per annum) through sales, retentions and cross-sell activity.
• Responsible for the effective delivery of outsourced outbound sales activity, with an annual spend of £1.5M.
• Effectively influence stakeholders to maximise product and pricing optimisation tactics and strategies across the Sales and Service inbound and outbound voice channels.
• Responsible for Sales and Service Growth transformational activities that support the commercial ambition of achieving two million Customers by 2020.

London, GB

• Responsible for ensuring that each telephony business unit (circa 2000 fte UK and off-shore) achieves its operational and organisational performance metrics in a highly transparent, efficient and controlled manner.
• Providing optimisation support to the Heads/Directors of Operational functions and their direct reports, delivering joined-up, telephony initiatives that allow for a seamless customer and colleague experience.
• Influencing and providing a constructive feedback approach with the Heads/Directors of Operational functions and their direct reports: to improve performance, consistency of approach and execution of change delivery.
• Regularly review, and challenge where required, service performance metrics such as adherence, handling, absence, exception management to ensure that resource is managed effectively.
• Develop and deliver an effective stakeholder management model and an excellent team working approach to drive improved end to end telephony performance capability.

Wolverhampton, GB

• Responsible for all contact centre operations of the Carillion Energy Services division – circa 1100 FTE across 4 sites, delivering all customer voice work (inbound and outbound) – handling circa 100k inbound calls per.
• Responsible for ensuring the continued delivery of selected outsource partners through operational performance and contractual reviews.
• Additionally responsible for centralised contact centre Resource Planning function, Operational Marketing teams, Change and Communications team.
• Responsible for leading and developing a team of senior managers across multi site contact centre operations to ensure that operational, commercial and people KPIs are achieved.
• Accountable for the operational delivery of the Switchover Help scheme and Warmfront contact centre schemes – with contract values of £650 million and £230 million respectively.
• To own, develop and implement the strategy for Carillion’s contact centre operations.

• Ensure achievement of contact centres budget, headcount and P&L.
• Ongoing achievement of service levels and contractual KPIs.
• Leading resource planning, change management, operations and training/quality functions for Eaga's Contact Centres to ensure all customer and business targets are delivered.
• To effectively lead a team of over 800 contact centre operation, across 3 sites achieving and consistently maintaining telephony and all back office service levels on a monthly basis.

• Responsible for developing and driving a strategy for customer opinion measurement across the business.
• Supporting Managing Directors of business units in ensuring that they deliver world-class customer service.
• Developing a programme of Customer Experience quality Assurance for eaga’s contact centre operation.

Issy-les-Moulineaux, Île-de-France, FR

Issy-les-Moulineaux, Île-de-France, FR

Issy-les-Moulineaux, Île-de-France, FR

Issy-les-Moulineaux, Île-de-France, FR