Rory Mitchell Mba Cmgr Fcmi Email & Phone Number

Manchester, England, United Kingdom

Driving Transformative Change at TalkTalkAs Transformation Delivery Director at TalkTalk, I lead a team responsible for delivering complex technology, security, and compliance initiatives for a leading UK broadband provider. I leverage strategic portfolio management to optimize resources and maximize investment benefits, exceeding goals like:20% increase in transformation function productivity20% reduction in project overrun time5% reduction in project overhead costsDelivered major network re-architecture and infrastructure project yielding significant financial gainsMy expertise lies in:Portfolio & Program ManagementChange ManagementCost OptimizationRegulatory ComplianceSecurity MaturityI am passionate about building high-performing teams and fostering a culture of innovation to deliver impactful results.#transformation #programmanagement #changemanagement #security #compliance

Manchester, United Kingdom

Customer-Centric Transformation LeaderI spearheaded the strategic transformation of TalkTalk's consumer contact centers, driving significant improvements in efficiency, cost savings, and customer experience. Here are some key highlights:Delivered £8m annual savings through optimized outsourcing, rate reductions, and commercial efficiencies.Increased Customer Satisfaction Score (CSAT) by 15% and reduced calls by 20% by building high-performing teams and implementing innovative solutions.Led the successful transition from a 40% onshore to a 90% offshore contact center model, managing 100 campaigns across 5 channels.Championed digital adoption by overseeing 2.5 million automated self-serve interactions and leading the customer journey strategy for all channels.Expertise in:Contact Center TransformationBudgeting & ForecastingSupplier ManagementCustomer Journey MappingChange ManagementOmnichannel ManagementBusiness Process OptimizationProven ability to lead, motivate, and develop high-performing teams, resulting in a thriving work environment with over 60% Employee Net Promoter Score (ENPS).Looking to leverage my strategic thinking and customer-centric approach to lead business transformation initiatives in a dynamic organization.#customer experience #contactcenter #transformation #omnichannel #businesstransformation #strategy

Responsible for forecasting, planning and capacity delivery for 4000fte across 5 suppliers. Optimisation across the contact centre estate for service performance. Commercial responsibility for invoicing, targeting and service managemet of outsource partners.

Leading the forecasting and budgeting process for Customer services, Technical support, Sales and Retentions for Consumer and Business to Business Functions. As well as co-ordianting capacity management across 7 outsource partners.

This role was created to bring call-centre scaled optimisation techniques to the retail store network of Vodafone. I was responsible for the forecasting of footfall, scheduling of store members, and the long-term resourcing model to optimise the resources against footfall opportunities. In addition to these planning activies I also developed and deployed a linaer programming targeting and sales forecasting model to improve the accuracy of the store level targeting and optimisation of resources.

This role was created to transform the performance of our four outsource partners within the UK, from a contractual by the letter performance to an integrated approach which delivered reduced costs, improved productivity and increased customer loyalty.

Planning and delivering schedules for 2000 internal call centre staff across 7 sites and 23 departments, and managing a team of 12 analysts.

Scheduling, forecasting and scenario planning for Norwich Union Directs 4 claims call-centres.

Master Of Business Administration - Mba, Business Administration And Management, General, Merit

Ba (Hons), Business Studies

Education record