Contact
Centre
Resource Planning
Consulting & Training
Resource Planning
Consulting & Training |
|
|
 | Regional Sales Support Manager |
| Regional Quality Manager |
| National Retail Communications Manager. |
Christine's entire working life has been focused on customer satisfaction, where the customers have been both internal and external. Based on this breadth of experience cc consultancy offers its clients a wide range of supporting interventions to help them manage their business effectively.
The range of experience supporting cc consultancy
services is summarised below. The tailoring of these services to
specifically resolve your issues will be defined once we have had the
opportunity to analyse your requirements in detail.
Workforce Management
Management of Resource Planning at Nationwide Building Society's multi-site call centre forecasting 4 business areas with 600 multi-skilled agents
|
Established a team of Forecasting & Scheduling Analysts |
|
Managed the Invitation to Tender process for the acquisition of Workforce Optimisation Software Solution and its subsequent implementation |
| Designed and implemented quality monitoring processes |
| Designed and implemented processes to improve effectiveness of flexible scheduling and communication |
Blue Pumpkin Consultancy Services Manager in Europe, Middle East & Africa:
|
Project Management of implementation of the Blue Pumpkin software at over 50 customer sites |
| Clients included many Blue Chip companies from industries such as mobile phone suppliers, building societies, travel companies, national press and outsourcing |
|
The "Discovery" Process to analyse clients' current scheduling practices and to define their operational model to support implementation |
|
Root cause analysis of current scheduling issues |
|
Advising on best practices, recommending innovative workforce optimisation solutions |
|
Developing an improvement implementation strategy |
|
Change management support to clients implementing new scheduling initiatives, including contract changes such as annualised hours |
| Training and Consultancy of software application and associated skills |
|
Operational Reviews to validate current forecasting and scheduling processes, making improvement recommendations. |
cc consultancy working with clients in UK, Sweden, Denmark, South Africa and India:
| Blue Chip clients including Financial Services, Telecommunications, Outsourcers, Utilities etc |
|
Training Resource Planning Managers on use of Blue Pumpkin/Impact 360 Software and principles of effective Resource Planning |
|
Advising on best practice application of Blue Pumpkin/Impact 360 software to deliver business objectives and working practices |
|
Project Management of implementation and upgrading of Blue Pumpkin/Impact 360 software |
| Facilitating Discovery workshops and advising on best practice approaches to Resource Planning to meet the needs of the business and comply with contractual obligations |
|
Training Call Centre Consultants on the Discovery Workshop process, enabling them to document current forecasting and scheduling processes, identify and produce recommendations for areas of improvement, support their clients in implementing recommended changes |
|
Documenting Resource Planning Processes manual for multi-site contact centre |
| Associate Trainer with Professional Planning Forum since 2004 leading Foundation Certificate Programme, and courses including Effective Scheduling, Skills Based Planning and Real Time Management |
| Temporary Acting Recruitment and Retention Officer with CallNorthWest working with local employers to identify opportunities to improve the labour pool through pre-employment training |
Developed and implemented:
|
A full ongoing mystery-shopping programme to assess regulatory compliance of 300 Financial Advisors to satisfy the Personal Investment Authority (PIA) audit | ||||||
|
Feedback processes for regular presentation of the programme findings with recommendations for performance improvement | ||||||
|
A Quality & Performance Management programme in 100 branches of a national chain of estate agents
| ||||||
| Development of processes to monitor and improve quality and performance within small teams |
Working with Directors and Board Members of leading financial institution, developed and implemented:
|
Internal Communications strategy to enhance Corporate Awareness for 6000 employees based in 700 retail branches nationwide, involving
| ||||||
|
Feedback process to measure effectiveness of communication through regular surveys and the facilitation of focus groups |
Managed ad hoc communication initiatives including:
|
new remuneration and development structure for branch staff |
|
launch of branch and area reward & recognition incentive scheme |
|
internal documentation to support corporate announcements |
|
production of internal training videos to support compliance issues in 700 branches |
| strategic deployment of Company Directors and Senior Executives to motivate 6000 branch staff during period of extreme pressure, visiting 700 branches in 3 days |
|
Effectively managed teams in multiple sites |
|
Motivated teams at remote sites through effective communication and feedback |
|
Succession planning, resulting in team members' promotion to managerial positions |
|
Team building resulting in target sales achievement |
|
Ongoing coaching and development of staff producing continuous quality improvement |
|
Maintained staff morale through change and reorganisation programmes |
|
Coordinated the announcement of a new remuneration and career development programme for 6000 branch staff | ||||||
|
Developed Regional Staff Development Programme
| ||||||
|
Introduced process changes to improve efficiency in branch operations |
Contact Information
| Telephone: | 01244 403666 |
| FAX: | 0845 869 5517 |
| Email: | enquiries@ccconsultancy.net |
| Copyright © 2004 cc consultancy Last modified: 17 January 2010 |
