Stephen Morris's Location
Epsom, England, United Kingdom, United Kingdom
About Stephen Morris
Experienced industry senior with a demonstrated successful history of delivering a high quality customer experience, customer engagement and customer success via the customer service and contact centre industry. An award winning career history of delivering consistent quality solutions even when delivering digital transformation. Experienced in workforce planning and an advanced understanding of contact centre technologies.
Stephen Morris's Current Company Details
Director of Customer Service Experience /NED/ Transformation and industry recognised Performance Improvement,
Stephen Morris Work Experience Details
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Bored Of RetirementCurrently Seeking New Opportunities Jun 2024 - Jul 2024Epsom, England, United KingdomTurns out retirement has lost its sparkle and I want to be useful again. If there is an opportunity for my vast experience to be employed for the benefit of others, then I welcome the challenge. It can be part permanent or contract employment and as an FTE or PTE. I welcome all opportunities. -
Early RetirementCurrently Seeking New Opportunities Jan 2022 - Jun 2024London, England, United Kingdom
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Senior Operations ConsultantIntrum Aug 2020 - Dec 2021Reigate, England, United KingdomImplemented and delivered transformation, to include sales support for new client on-boarding ,creation of bespoke BPO solutions for financial organisations and institutions requiring operational delivery of collections services. Deliver and manage the profitable growth of BPO white label collections teams and monthly collection amounts. Updated existing processes & procedures to include realtime performance management and revised WFM / forecasting. -
Director Of Viewer & Customer ServicesItv Jan 2017 - Jun 2019200 Grays Inn Road, LondonA member of the ITV Senior Leadership team ,my focus was to consolidate all customer and consumer interactions into a single department, offering tailored solutions for independent stakeholders, whilst employing award-winning processes and procedures to deliver a premier quality of service. This strategy also enabled us to further invest in our staff, improve our development and succession planning strategy and deliver improvements in first time resolution to our consumers. Successfully contributed to the implementation and launch of You View and Britbox and successfully supported DUK through the digital transition. -
Controller Of Viewer ServicesItv May 2008 - Dec 2016London, United KingdomTransformation of the department and the team through succession planning, coaching and mentoring supported by the Implementation of award-winning performance management measures. This strategy has improved the overall consumer experience when interacting with ITV customer service teams and enabled us to deliver and maintain the award winning best customer service in the media sector for the past 6 years, as recognised by the Top 50 for customer services.
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Contact Centre ConsultantSme Premier Consulting 2007 - 2008UkI supplied consultancy and associate services to outsourced contact centres including Careline Services and Pell & Bales working supporting their clients with the delivery of improved performance and the implementation of new campaigns and projects. ( Lloyds, Which and all acquisition teams)
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Director Of On Site OperationsSitel Feb 2006 - May 2007UkOn site services included providing and managing SITEL staff in clients offices across the UK. The majority of customers requiring this service were from the Technical arena and included most of the major B to B and B to C suppliers. I was responsible for supplying technical support and customer acquisition c/w back office teams, whilst managing client relationships within client premise, complete end to end solutions. -
Client Delivery DirectorSitel 1996 - 2006UkSITEL UK was one of the subsidaries of SITEL Worldwide.We specialised in providing call centre services as part of a world-wide service as well as having some of the largest corporates in the UK as clients I was responsible for all customer acquisition relationships which included 1000 seats across 4 locations in the UK and in country support for 7 countries across EMEA. Industries supported included technology, telecoms, utilities and finance.
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SupervisorMerit Direct 1991 - 1996
Stephen Morris Skills
Outsourcing
Call Center
Change Management
Telemarketing
Crm
Customer Service
Operations Management
Team Building
Performance Management
Account Management
Telecommunications
Customer Experience
Coaching
Team Leadership
Team Management
Bpo
Business Strategy
Management
Call Centers
Process Improvement
Strategy
Business Transformation
Stakeholder Management
Contact Centers
Project Delivery
Customer Retention
Business Process Improvement
Service Delivery
Inbound Marketing
Customer Satisfaction
Offshoring
Sla
Business Analysis
Business Development
Prince2
Ivr
Managed Services
Workforce Management
Management Consulting
Program Management
Governance
Business Process
Service Management
Resource Management
Financial Services
Project Portfolio Management
Vendor Management
Leadership
Customer Relationship Management
Business Process Outsourcing
Frequently Asked Questions about Stephen Morris
What is Stephen Morris's role at the current company?
Stephen Morris's current role is Director of Customer Service Experience /NED/ Transformation and industry recognised Performance Improvement,.
What skills is Stephen Morris known for?
Stephen Morris has skills like Outsourcing, Call Center, Change Management, Telemarketing, Crm, Customer Service, Operations Management, Team Building, Performance Management, Account Management, Telecommunications, Customer Experience.
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