Rohit Kohli Email & Phone Number

Romsey, England, United Kingdom

• Experienced operations, planning & transformation leader• Experience in shaping and leading a clear and strategic roadmap that delivers the strategic agenda and associated transformation activity in support of delivery of business, people & customer outcomes. • Leading robust business readiness processes supporting key technology changes, including migration of key business systems from hardware to cloud or hosted solutions.• Extensive experience in all areas of contact centres… Show more • Experienced operations, planning & transformation leader• Experience in shaping and leading a clear and strategic roadmap that delivers the strategic agenda and associated transformation activity in support of delivery of business, people & customer outcomes. • Leading robust business readiness processes supporting key technology changes, including migration of key business systems from hardware to cloud or hosted solutions.• Extensive experience in all areas of contact centres including operational, commercial, planning & technological• Significant experience of delivering improvements in rapidly changing environment• Proven ability to build high performance culture and motivate and develop teams to achieve great results. Show less

Southampton, United Kingdom

Leading the Customer Service Planning team in the creation of Strategic & Tactical plans that supports delivery of the British Gas Strategic values & vision in particular Deliver Great Service.• Delivered an integrated planning journey from strategic (3 years out) to short term (15 minutes)• Succesfully led & delivered a comprehensive working pattern review across 3,000 people• Integrated leading edge technology solutions to deliver world class forecasting accuracy• Played a… Show more Leading the Customer Service Planning team in the creation of Strategic & Tactical plans that supports delivery of the British Gas Strategic values & vision in particular Deliver Great Service.• Delivered an integrated planning journey from strategic (3 years out) to short term (15 minutes)• Succesfully led & delivered a comprehensive working pattern review across 3,000 people• Integrated leading edge technology solutions to deliver world class forecasting accuracy• Played a key role in migration of of telephony frame work to cloud based network routing solition• Leading a team resource planning experts across mutliple sites & disciplines• Knowledg of Aspect eWFM, SAS & CACI Forecaster & advanced excel model development• Competant speaker recently presenting as part of awards presentation at The Forum Conference• Interim Head of Planning October 2013 to January 2015 Show less

Cardiff, United Kingdom

• Led a team of 7 people, improving their Employee Engagement score by 150% in 12 months• Including forecasting, real time delivery, MI & Customer Insight• Improved forecast accuracy by 33%• Delivered an operating plan that came within 2% of original forecasts• Played a key role that won the National Customer Service Awards Support Team of the Year 2009• Designed & led creation of models that transformed planning capability in Customer Service• Part of the leadership… Show more • Led a team of 7 people, improving their Employee Engagement score by 150% in 12 months• Including forecasting, real time delivery, MI & Customer Insight• Improved forecast accuracy by 33%• Delivered an operating plan that came within 2% of original forecasts• Played a key role that won the National Customer Service Awards Support Team of the Year 2009• Designed & led creation of models that transformed planning capability in Customer Service• Part of the leadership team that won European Contact Centre 2010 & 2011 Show less

Forecasting & Planning Manager - 2007 to 2008Senior Resource Analyst (multiple disciplines) - 2001 to 2007Commercial Business Analyst - 2000 to 20011998 - 2000 - Various Frontline Roles Including:Customer Experience Analyst Call Centre Team Manager Call Centre Team Assistant Call Centre Advisor