Stuart Meadows Email & Phone Number

United Kingdom

• Engaging with clients at all levels within the business performing detailed consultancy engagements• Working with clients across corporate, public and health sectors to improve the customer experience and drive efficiency.• Helping transform CX and efficiency with low code, AI and digital contact• Driving value and success with customers whilst maintaining ongoing relationships• Creating medium and long term strategic solution roadmaps, resulting from on-site investigation and analysis.• Act as a trusted advisor to support client relationships / opportunities.• To think creatively and develop custom solutions to meet the needs of the client.• Delivering and presenting findings and recommendations to all levels of the business following onsite engagements• Working with clients to develop business cases for change and ROI’s

• Responsible for the management of Workforce Optimisation accounts within a number of sectors including Financial Services, Insurance, Leisure and Tourism and Local Government.• Maintaining relationships with existing customer base as well as supporting new business sales processes through demonstrations and supporting the production of business cases.• Identifying improvements for existing customers to improve or enhance their performance.• Providing support to the customer to maximise the benefits of the WFM software including the delivery of face to face training course.• Supporting ongoing product development including design specification, development and UAT.• Supporting Marketing initiatives to provide suitable product documentation to support Sales teams and existing customers including Webinars.• Identifying any other ‘Netcall’ product opportunities within the existing customer base.

Colchester, United Kingdom

• Responsible for the Resource Planning & MI function in order to deliver both service and commercial requirements, maximising revenue and optimising expenditure including implementing 2 year budget and forecasting processes for inbound, outbound and back office areas within the business.• Accountable for design and implementation of staff schedules to meet SLA targets.• Designed and implemented reserve scheduling which delivered annual saving of approx £350k in overtime expenditure.• Maintaining effective partnerships with key internal and external stakeholders/partners and to ensure effective planning cycle through agreed marketing plans and known seasonal variations• Managing the delivery of all contractual service levels and KPI's.• Providing insight and analysis between events and service performance impacts including what if scenarios.• Responsible for all MI reporting from CRM warehouse and other operational systems.• Accountable for end to end telecoms including IVR management and locally hosted telecoms configuration.• Developed additional IVR messaging from agent scripts to reduce call handle times and increase capacity.• Responsible for managing team of MI and Resource Analysts including ongoing individual development.• Accountable for technical and campaign management of outbound dialer.• Owner of Business Continuity including being lead for site incident management team

Uk

• Overall responsibility for all contact centre forecasting, scheduling, management information and recruitment.• Working with product and proposition owners to forecast business targets and modeling business targets.• Responsible for resource management to ensure right numbers of resource are delivered to support the business remaining cost effective as well as maintaining SLA's.• Working with project teams to ensure new technology delivers cost benefits and outstanding customer service.• Managing and developing a team of planning analysts.• Identifying capacity issues within IVR technology which would have resulted in an estimated 3.2 million pound resource spend per annum if not identified.Working with external benchmarking groups to understand best practices which I have then adapted for the operation to deliver cost saving improved customer and staff satisfaction.• Developed with peers integration plan for Woolwich/Barclays Planning functions as part of the integration programme.• Supported implementation of WFM team into Barclays overseas Call Centre in Mumbai, India which included extensive overseas travel over a 2 year period.• Provided guidance and expertise as part of the closure and integration programme of the Woolwich call centre.

• Producing short, medium and long term forecasts and recruitment forecasts to meet SLA's• Working with budgets to produce detailed recruitment forecasts and capacity break point models.• Producing 24x7x365 shift patterns to meet call demands and SLA's.• Analysing call data such as handle time and wrap codes to understand call patterns and call reasons, to identify areas of possible improvement to enhance the customer experience.• Working with and producing senior management reports detailing centre performance and recommendations for improvements• Managing 2 planning assistants.