Peter Chinnery Email & Phone Number

I'm proud to say that I work for one of the UK's favourite brands, Waitrose - part of the John Lewis Partnership. My role within the Partnership is based in the Waitrose Customer Service contact centre - managing a team of 5 to provide insight and root cause reporting, resource co-ordination (forecasting, scheduling, workforce management, supply/demand capacity) and creating detailed team and advisor productivity/quality dashboards.Highlights of my time with Waitrose (benefits):• Designed and introduced new suite of reporting for internal and external stakeholders - this included Root Cause Analysis and Department Performance Reports for Waitrose Management Board (Improved M.I and contact avoidance)• Key role in the creation and evolution of the Planning and M.I. Team (Line management of 5 Partners)• Redesign, build and ongoing maintenance of department Resource Management Tool to suit evolving operational structure (in Excel - improved efficiency, forecasting and M.I.)• Successful intraday forecasting of c.1 million contacts per year (for internal and outsourced contact centres)• Introduced new ways of working within resource management - team of up to 180 FTE (Cost and efficiency Saving)• Introduced productivity measuring in Customer Service (efficiency saving)• Launched Measuring the Magic (customer feedback survey) within Customer Service - current department owner (improved customer experience)• Managing the recruitment of c.60 Partners to cover peak activity• Introduced digital shift report (improved M.I.)• Introduced new process for tracking and sending gift vouchers (efficiency saving)• Oversaw the introduction of eGain DFAQs - continue to manage within team (improved customer self-service capability/contact avoidance)• Oversaw the introduction of IVR - continue to manage within team (improved customer journey/positive abandonment)

Listed skills include Management, Microsoft Excel, Productivity Improvement, Retail, and 21 others.

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  University Of West London

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