Philip Stubbs
Partner @Atlantic Insight
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WORK HISTORY
Partner @Atlantic Insight
Manchester, GB
Solving operational challenges that unlock substantial valueWe help businesses, teams and individuals deliver exceptional operational performance and customer experience.We have expertise delivering benefits to omnichannel contact centres, remote working/field operations, technical back office and knowledge teams.We deliver meaningful change through an empathetic and evidence-based approach combined with a seamless collaborative focus and operational know-how.
EDUCATION
Lancaster University Management School
MSc, Operational Research
University of Leeds
BSc, Management Studies and Operational Research
SKILLS
ABOUT PHILIP STUBBS
I improve forecasting, resource planning, insight & analysis within customer operations (Contact Centres, Tech Back Office, Field & Branch Operations), leading to exceptional CX & outstanding performance. Here is more about my background and achievements: Accomplished senior leader with extensive expertise in delivering support services, including resource planning, MI, quality, and project management, to customer-facing and sales operations. Proven success in developing and coaching managers and analysts in both technical and leadership skills. Strong expertise in improving forecasting accuracy – grounded in postgraduate academic study at Lancaster University Management School, followed up with over twenty years of real-world experience applying best practice techniques across a wide range of situations🧮 Excellent ability to deliver decision models, particularly resource requirement models, “What If” tools and commercial models to evaluate cost and revenue opportunities. Much experience of simulation modelling, queueing theory and other Operational Research techniques⏰ Much experience of Workforce Management – for budget, recruitment planning, shift design, and short term interval planning, using a wide variety of scheduling methods. Much experience of optimising Workforce Management Systems to ensure their results are meaningful and drive sensible decision-making🤝 Much experience of delivering Shared Services within an operational environment – involving negotiating/consensus building with colleagues to determine best way forward Strong experience of outsourcing, both as client and supplier – involving contract negotiation, performance management, implementation management and creating risk & reward mechanisms Managed many successful projects with very positive outcomes. Certified PRINCE2® Practitioner in Project Management, with Six Sigma training to Green Belt level First class communicator, with a particularly strong ability to communicate difficult concepts to non-specialist audience
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