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Steve Thomas Contact Centre expert with 25 years experience ST

Steve Thomas

Contact Centre expert with 25 years experience
  • Suggested rate
    $1,024 / day
  • Experience8-15 years
  • Response rate100%
  • Response time1 hour
The project will begin once you accept Steve's quote.
Location and workplace preferences
Location
Sheffield, United Kingdom
Can work on-site at your office in
  • and around Sheffield (up to 50km)
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Skill set
Steve in a few words
I am an outstanding Director of Sales, Change, and optimisation with an exemplary record of creating high performing organisations, that have exceeded sales and cost reduction targets for 10 years in a FTSE top 100 business. I am an experienced £100m plus P&L owner who excels in creating operational excellence. I have extensive experience of leading operations (DLG/BT) through transformational change, balancing customer, conduct, people, and business needs. I am highly experienced at board level, being a member of Direct Line Groups exec teams and I can collaborate superbly across functions. My career has enabled me to straddle both operational and strategic roles and I have excelled at both.
Experience
  • Direct Line Group
    Head of Business Excellence
    BANKING & INSURANCE
    January 2011 - January 2023 (11 years and 12 months)
    Doncaster, United Kingdom
    • Accountable for annual delivery of £100m plus P&L cost budgets via workload reduction initiatives.
    • Designing strategic plan to move the contact centres to a ‘Digital first’, approach.
    • Ownership of Customer Operations plan and delivery, directly aligned with the groups OKR’s.
    • Delivery of all aspects of performance daily across all telephony and digital channels
    • Implementation of 350 changes plus annually, moving strategic ideas to operational deliverables.
    • Ownership of existing Partners performance and acquisition and onboarding of new partnerships.
    Contact Centre Lean management Cost Reduction Sales funnel
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