Stephen Rice

WORK HISTORY

SKILLS

ABOUT STEPHEN RICE

Experienced at managing and driving performance for a range of Financial Service clients• Leading a team of 95 staff to manage end to end contingency function• Managing FS clients through program of change• Driving quality initiatives to increase net promoter scores• Reviewing MI to identify trends/variances, providing recommendations to clients and business to optimise KPI and financial performance• On going analysis of client performance to ensure clients are profitable and return is commensurate with investment• Completion of commercial and operational proposals to prospective and current clients• Engaging with clients across hierarchy in a structured way to agree key deliverables and to identify additional commercial opportunities• Knowledgeable and proficient in current Call Centre technology and have deployed a number of cost saving initiatives to maximize return for client, whilst reducing operating expenditure for business• Facilitating on site audits and ensuring all operational areas are engaged and accountable for deliverables against remediation items• Project managing on boarding of new clients, ensuring all deliverables and requirements from contract/SLA are captured in internal documentation and fully tested prior to loading of new business• Significant operational insight following extensive experience in managing high volume contact centres