Experience

Arrow Global Group

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Analyst

  • Nov 2021 - Present



Tesco Bank

• United Kingdom
• Banking
• 700 & Above Employee

• customer contact analyst

  • Nov 2017 - Present

  I am responsible for managing the deployment of colleagues to all customer contact channels in the most effective way to maximise customer contact. This includes maintaining Service Level Agreements in compliance with OFCOM, FCA regulations and TCF obligations. • I manage and optimise scheduling with workforce management tools for operations to deploy the required resource to meet planned forecasts and business campaigns. • Work closely with operational managers and heads of departments to provide solutions and recommendations to achieve the right balance of colleague requirements and business needs. • Hosting daily outlook and weekly optimisation meetings to maintain the efficient performance of the dialler and ensure key metrics around effectiveness are improved for strategy to be delivered. • Management of the customer impact assessment for incidents and events, providing detailed analysis when things don’t go to plan and recommend remedial actions. • Collaborating with MI teams to develop regular detailed performance reports designed to provide insight to the operation while making continuous improvements. • Identifying cost reduction/performance improvement initiatives. Leading and delivering the implementation of these and advocating for change and continuous improvement. Show less