Responsibilities• Oversee delivery of Intraday, daily, weekly and monthly MI• Develop & maintain business agreed toolkits and products (fact based and interactive dashboards) • Develop & maintain solutions that show throughout the month the current position against priced targets and the drivers influencing any variance (e.g. people, policy, process).• Works with the Senior Leadership Team to uphold the Business Toolkit process and deliver a consultative service on the key revenue and cost drivers. • Owns the MI mechanism and processes that directly supports the relevant commercial reporting requirements.• Creates innovative content for new business opportunities. • Member of the bid process.• Development of new reporting toolkits that ensure effective utilisation of agents to enhance the Operational Management decision process; supplying real time information where agreed. • Help design data models to predict customer churn and customer lifetime values using statistical modeling software, for use within inbound / outbound call campaigns. • Knowledge point for all Client System and feed sources• Establish and manage clear development objectives for the Senior MI Analysts • Working with the IT Infrastructure teams; suggest and assess the most appropriate product solutions to be deployed ( cost v benefit).

In this role I was tasked to reduce costs and stabilize planning team. Achievements - - Streamlined daily/intraday forecasting processes to help reduce workload- Improved forecasting accuracy- Reduced head count within planning team- Development of new forecast models- Planning lead on project to reduce head count by 150 FTE.- Completed a shift alignment project during ramp down to align staffing to workload profiles

My role was to set up a support function to work along side the operation delivering daily, weekly & monthly client outbound sales targets. The existing dialer team was strengthened with increased resource & more robust campaign management techniques to drive improvements in contact rates & sales performance. A planning team was set up help manage agent delivered hours, reduce unproductive time, manage shrinkage levels & maintain accurate agent schedules.An Insight analyst was brought in to help understand the customer data and maximize the sales performance through target driven campaigns

Manage and develop a team of Planning/Dialler specialists whose focus is to optimise resource in operational units, ensure achievement of contractual service levels and make recommendations for continuous improvements. • Manage client relationships and expectations from a resource and future capacity planning perspective. • Create innovative solutions to new bid proposals• Manage all outbound campaigns across the business, ensuring all client targets delivered, whilst working within Ofcom compliance.• Develop market leading pro-active contact models to drive contact performance and optimise customer data.

Manage and develop a team of Planning/Dialler specialists whose focus is to optimise resource in operational units, ensure achievement of contractual service levels and make recommendations for continuous improvements. • Manage client relationships and expectations from a resource and future capacity planning perspective. • Create innovative solutions to new bid proposals• Manage all outbound campaigns across the business, ensuring all client targets delivered, whilst working within Ofcom compliance.• Develop market leading pro-active contact models to drive contact performance and optimise customer data.