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Contact Centre Expert (Offshore and Outsourcing specialist)
James Walker
,
Edinburgh, United Kingdom
Experience
Other titles
Skills
I'm offering
A down-to-earth believable leader.
I lead people through change.
Creative, fast paced, flexible and available now.
I have seen the good that bad and the ugly in this industry, so why reinvent the wheel ?
Give me a shout and ill help steer you in to calmer waters quickly !
I lead people through change.
Creative, fast paced, flexible and available now.
I have seen the good that bad and the ugly in this industry, so why reinvent the wheel ?
Give me a shout and ill help steer you in to calmer waters quickly !
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2011 - 2019
job
Head of Site (Customer Contact)
Kwik Fit.
Budget, Performance, Project, Business Continuity, Homeworking, Process Reengineering, Systems thinking
2010 - 2011
freelance
Consultant - Outsourced Contact Centres
Convergys.
Mediated the renegotiation of the Post Office Counters Internet and Broadband Contract.
Responsible for the day to day service delivery of 150 position contract over two sites.
Managed all aspects of Workforce Management and Quality Assurance.
Responsible for the day to day service delivery of 150 position contract over two sites.
Managed all aspects of Workforce Management and Quality Assurance.
Management, Service, Quality Assurance, Office, Internet, Service Delivery
2010 - 2010
freelance
Consultant
Nokia.
2003 - 2006
job
Head of Site
Oceans Connect (India).
Relocated to India and managed all aspects of a 400 seat Contact Centre in India. Clients included Talk Talk,
National Rail (UK) and various Shopping Channels on UK satellite network.
Project managed the redeployment and subsequent implementation of Talk Talk and Pennington processes from other Indian Outsourcers.
National Rail (UK) and various Shopping Channels on UK satellite network.
Project managed the redeployment and subsequent implementation of Talk Talk and Pennington processes from other Indian Outsourcers.
Network, Implementation, Processes
1997 - 2003
job
Head of Customer Contact
British Telecom.
Headhunted to manage two key outsourced contracts for BT - Initially Apple Hardware and Software support and latterly National Rail Enquiries (which at the time was the largest outsourced contract in the UK, upwards of 1000 positions).
The Apple contract had been lost prior to my arrival; my role was specifically to oversee the seamless closure and handover to the new provider (ICL Sorbus - Sidcup).
Having received plaudits from Apple regarding the successful transition I was promoted to head up the National Rail Enquiries contract based in Newcastle (Also oversaw this contract in Bristol, Derby and Dundee sites).
I managed this contract through significant periods of growth through to reduction and partial closure as I ported work to an outsourcer in India.
The Apple contract had been lost prior to my arrival; my role was specifically to oversee the seamless closure and handover to the new provider (ICL Sorbus - Sidcup).
Having received plaudits from Apple regarding the successful transition I was promoted to head up the National Rail Enquiries contract based in Newcastle (Also oversaw this contract in Bristol, Derby and Dundee sites).
I managed this contract through significant periods of growth through to reduction and partial closure as I ported work to an outsourcer in India.
Contracts, Support, Growth, Hardware, Software, Contracts, Derby, UP
1990 - 1997
job
Project Analyst
Standard Life Assurance Company.
Created the concept, proposed, trialled developed and managed the introduction of the Standard Life Contact Centre.
Analyst
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