Robert Irons Email & Phone Number

A senior customer contact centre operations specialist, I focus on strategic development, operational management, innovation and end-to-end transformation of nationwide multifunctional contact centre services. Proactive, with a view to future trends, I have a genuine dedication for the improvement and implementation of solutions that deliver excellent customer experience.Achievements / Key Projects / Key SkillsResponsible for the procurement, build, set-up, management and ongoing development of contact centre services for government. Management of a framework of 22 private sector contact centre suppliers who delivered over 30 different contact and CRM services and handled in excess of 9 million contacts.Management of a team of 40 campaign and senior campaign managers who were responsible for over 250 government campaigns per year and a budget of £30million pounds.Lead on the procurement, transformation and development of national contact centre services to deliver efficient and effective services through an understanding of the audience, the importance of relevant customer journeys and delivery of ongoing service improvements.Delivery and management of Government contingency contact centre services for National Emergencies (Foot and Mouth, Pandemic Flu, Floods). Additional Information:.Contact Centre Association Excellence Awards Judge 2010 and 2011. DMA Awards Judge 2010 and 2011. Steering Board Member for Telephone Helplines Association development of 'The Helplines Standard' Accreditation. Regular speaker at industry wide contact centre events.

Listed skills include Procurement, Government Procurement, Contact Centre, Process Improvement, and 40 others.