Stephen B. Email & Phone Number

I ensure the first point of contact with an organisation meets the customer’s expectations, whether via voice, chat, social, messaging, email or in person. Working in collaboration with other functions of the business, I lead teams and programs that deliver contact centre technology solutions that enable the business to meet their customer experience objectives.My areas of specialism include:Business Architecture: Defining the 3-5 year strategic vision for technology capabilities to enable organisations to realise their customer experience/journey goalsContact Centre Operations: Applying 20+ years of contact centre operations experience with proven skills in contact strategy, operating models, resource planning, cost management, project and change initiatives.Program/Project Management: Leading multiple work-streams across functional and divisional projects, acting as a central point of reference within the operation for best practice project management processes and techniques.Contact Centre Management: First hand experience of all aspects of contact centre operations, including multi-site/multi-product environments; leading diverse operational teams to support frontline colleagues to achieve; working with stakeholders to promote innovation, best practice and drive revenue, CSAT & NPS opportunities; applying customer insights and feedback to reflect, promote and manage customer service improvementsResource Planning: Establishing requirements by studying organisation plans and objectives, meeting with managers to discuss needs, attracting applicants by creating job advertisements, working with internal and third party recruitment partners and agreeing job site and campaign approaches.Keywords: Project Management I Change Management I Innovation I Cost Management I Retail I Digital I Ecommerce I Banking I CSAT I NPS I Regulatory I Process Improvement I Contact Centre Strategy I Transformation I Operations Management I Contact Centre I Performance Improvement I Customer Service I Leadership I Disruptor

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  Senior Consultant, Project And Program Management

  Dell Technologies

  Livingston, Gb