Highly experienced operational change specialist within the financial services and retail contact centre arena. Strong ability to use business analysis and operational management experience to provide a logical approach to solving complex problems.

• Project Management – an accredited PRINCE 2 practitioner enabling a structured framework whilst mentoring and supporting Project Analysts and sharing knowledge.
  
• Process design – 10+ years experience of designing clear & useable processes from a customer viewpoint resulting in improved service, standardised training & efficiency gains. Using various tools including Visio and Enterprise Architect for UML business processes.
  
• Business analysis – 10+ years experience of defining requirements from a business-viewpoint whilst interfacing with IT teams. Methods include interviewing, structured information gathering, running workshops and writing sophisticated specifications.
  
• Customer services consulting experience – designing optimised contact flows and operational best practice in call centres, contact centres and customer-facing admin teams.
  
• Contact centre know-how – 10+years, assessment of call centre KPIs, end to end process model for contact centre operation, requirements gathering for multi channel contact centre front end (Chordiant), capacity planning introduction of scorecard approach, specification of MIS suite to enable best practice within the call centre.

If you would like to find out more about this person, or would like to discuss a resourcing need please call 01274 821111 or click here to send an e-mail.

An experienced Business Analyst and Project Manager with a strong change management background. Ability to communicate at all levels, bridging the gap between board level and operations. Experienced within Insurance, Retail Finance, Telecomms and Construction sectors.

• Business Analysis - requirements gathering, documentation and analysis, Business analysis "tools and techniques" - research and publication. Preparation and delivery of "best practice" requirements gathering and expression training course to business analyst and project / programme manager complement, customer interviews, ITT response analysis of specifications, system & service specification
  
• Business process – workshop facilitation, re-design, Stakeholder identification & evaluation, customer proposition
  
• People management - manager of project implementation & support, coaching & mentoring, training
  
• Project & change management – requirements analysis, service, supplier selection, implementation to operational status
  
• Contact Centre know how – 10 years+, offshoring project, introduction of "Excellent call Routing", workflow and processes, IVR development, voice technology manager for contact centre rationalisation, IVR platform integration & alignment, call flowchart benchmarking, roll-out of dialler based call centre, call type forecasting & volume, call routing enhancements, new call centre implementation & integration (ACD & IVR call flow design configuration & migration) for new 1200 seat site

If you would like to find out more about this person, or would like to discuss a resourcing need please call 01274 821111 or click here to send an e-mail.

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