Neil Applebee
Senior Contact Centre Manager @Morrisons
Signup · Get unlimited contacts
WORK HISTORY
Senior Contact Centre Manager @Morrisons
Reporting to the Customer Director, accountable for the strategic intent, operational delivery and financial/account management of the in-house and outsourced Contact Centre services, supporting c3m annual multi-channel, multi-format customer contacts across 3 geographies (South Africa, India, UK). Direct line management of 4 colleagues (Operations & Complaints, Quality and L&D, Projects & Change, Insight & WFM) and leadership of c400 indirect FTE.Accountable for delivery of multi-million pound Contact Centre Transformation Programme through inbound demand reduction, contact handling efficiency and digital technologies. Implementation of new AI technology solutions including Mojo CX, iXHello Reply Pro along with strategic location and services review.With a growing portfolio of Contact Centre within remit, effectively partnering with new outsourced onshore and offshore service providers as the business expands into new Financial Services products and services (Insurance, Travel, Foreign Exchange, Banking)
EDUCATION
CGMA
Chartered Global Management Accountant (CGMA), Accounting
Aston Business School, Aston University
BSc (Hons) 2:1, Managerial & Administrative Studies
The Chartered Institute of Management Accountants
CIMA, Chartered Institute of Management Accountants
SKILLS
ABOUT NEIL APPLEBEE
A member of both Group and Executive Leadership teams with extensive cross functional experience operating at all levels in business. With 18 years of retail experience and more recent exposure to highly regulated industries in both the utilities and financial services sectors, combining financial and commercial acumen with strong people leadership to inspire high performance teams to achieve outstanding success in highly pressurised Customer Service Contact Centre & Shared Services environments.A logical and practical results driven individual with strong communication and interpersonal colleague skills with experience of delivering at strategic and operational levels.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.