Ben Guest
Senior Retain Strategy Manager - Customer Experience @Virgin Media O2
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WORK HISTORY
Senior Retain Strategy Manager - Customer Experience @Virgin Media O2
GB
SKILLS
ABOUT BEN GUEST
Delivery of resource planning structure and processes for front line, back office, field and supporting call centre operations.• Managing relationships and influencing change with in-house operations and outsource partners to achieve common goals. • Broad WFM knowledge including strong understanding of system benefits and capability.• Vast knowledge in end to end resource planning – Forecasting – Scheduling – Real Time Management – Analysis.• Driving and promoting development, responsibilities and growth• Creating and delivering processes and presentations, including stakeholder engagement, into active operational environments.• Robust understanding and creation of occupancy and efficiency reporting.• National, Divisional and Department representative on internal employee forum.
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