Phillip Eggleton Email & Phone Number

Bromsgrove, GB

Coordinate program/projects across the Workforce Management & Planning function, ensuring the smooth integration into our rhythm of business. The role also encompasses managing escalation scenarios requiring cross functional alignment or process reviews.

England, United Kingdom

• I cover the Global Cyber Security function budget at circa €90m.
• My role involves reviewing the actual spend and budget forecasts to ensure that delivery is in line with budget highlighting risks and opportunities.
• I provide the governance framework for the annual budget submission, planning templates, timelines and reviews / prioritisation.

Birmingham, United Kingdom

I led the contact centre forecasting and scheduling teams, planning for over seven thousand agents, through a variety of suppliers located in multiple countries.I was responsible for reporting and predicting the cost to serve our customers for both long range and in year planning. Our goal was to deliver excellent customer experience in the most efficient.

Birmingham, United Kingdom

This role involved the creation and management of the VF-UK Customer Operations business plan across all major strategic activities.Leading key governance and reporting activities to ensure the successful delivery of the COPS business plan. Responsible for leading Customer Operations through major finance governance processes covering OPEX and CAPEX.

Birmingham, United Kingdom

• Working as a manager within the VF UK finance team, as the 'front door' for Business Intelligence promoting the products and services we offer across the business.
• The primary objective was to ensure the customer receives a great service that is central to their commercial decision making, whilst growing the reliability and creativity of BI’s solutions and services.
• Understanding the business priorities and aligning to BI capabilities, stimulating the most creative use of Vodafone’s data and the BI estate to deliver against demand.
• I have developed a solid understanding of the business operating models, processes and working practices as well as their commercial objectives.
• I manage the flow of incoming demand, ultimately establishing the correct prioritisation to meet both the business unit’s and BI objectives. Prioritisation is critical working closely with my internal peer group to.
• Being a single point of contact from concept to performance I ensure delivery of high performance end to end service where pro-active stakeholder management and communication is critical.

UK

• Responsible for the creation and delivery of a revenue leakage reduction programme for Vodafone Enterprise.
• Defining and agreeing budget targets and planning for the leakage programmes with Finance.
• Accountable for scoping and delivering the Large and fixed line leakage programmes addressing various opportunity streams, including credit spend in the region of £240m per year.
• Led an internal and virtual team to identify people, process or policy failures with a view to improving the customer experience as well as reducing revenue leakage by £12m per year.

• Accountable for defining and leading Strategic Planning and Estate Design governance activities, to ensure successful delivery of the business plan (annual spend of £220m).
• Resource planning lead for contract negotiations with key outsource partners.
• Customer Operations MVNO on-boarding lead, responsible for building new business models for Virtual Network Operators within Vodafone.
• Create and chair internal governance processes to review and authorise new change activities.

• Responsible for resource and financial planning for the Consumer customer operations function in Vodafone. This was the largest single area within Vodafone, with approximately 2000 advisors.
• Through the three years in role the budget reduced by circa 25%. This involved significant estate simplification (through offshoring, transfer of undertaking (TUPE), internal site amalgamation), as well as workload.

I was responsible for end to end forecasting within 'Credit & Collections' and 'Digital Services' (non voice, broadband and technical functions).This covered contact volumes, FTE requirements/recruitment plans, outsource forecasting as well as financial forecasting and adherence checking.

Banbury

I was responsible for supporting Project Managers and portfolio reporting within the Enterprise business area of Vodafone.Providing advice and support on methods of data collection, storage and presentation. A key element of the role was to drive a consistent, high quality output from the change delivery team.

Birmingham, United Kingdom

I developed a scheduling department plus procedures to manage a virtual contact centre with in excess of 700 frontline staff.I created, developed and maintained a workforce management system based in excel.In-depth experience of processing bespoke performance data reports.

Birmingham, United Kingdom

Supervising real time adherence by advisers and team leaders across a virtual call centre.Monitoring call volumes and call routing across numerous call centres throughout the country.Producing management reports on a weekly and daily basis for the management team.

Birmingham, United Kingdom

Providing assistance to customers and retailers in relation to all aspects of mobile communication.Assisting team members with technical enquiries.

Birmingham, United Kingdom

Processing payments for contractorsBilling clients for work carried out by our contractors

Birmingham, United Kingdom

Dealing with queries from stores, insurance companies and policyholdersValidating and valuing claims over the phone where possibleCreating presentations, booklets for prospective clients

Birmingham, United Kingdom

Dealing with general customer queriesValidating Customer applicationsAssessing building surveyor / engineers reports.Arranging funds to be released upon completion of the mortgage