Phil Szakowski

Experience

• 

  British Gas

  Dec 1999 - Aug 2019

  Optimising the capacity and resource plans for our smart metering and field engineers (7k engineers)Deliver demand forecasts for our 12m breakdown calls, 4.5m annual service visits and 1m metering appointmentsRecommend opportunities to cross skill field teams to drive engineer utilisation and productivity improvements Delivery of key management scorecards and reports to explain performance against target/plan and KPI's Embedding change initiatives or projects in to forecasts to mitigate any risks to customer service levelsManage a team of 9 managers & senior analysts. Show less £160m programme to migrate 50m customer records from our legacy CRM systems, Siebel and Banner, to our new CRM system SAP. Enabling better product offerings across all the BG product range for our 16m customer base.Responsible for the extraction, transformation and load process to migrate the customer records in to SAPAligning the migration plans to the contact centre resource plans to mitigate risks to operational service levelsLead the customer data migration working group to ensure all business stakeholders requirements are metResponsible for providing progress updates to the programme steering group and executive steering groups Successful migration of our entire customer base in 30 migration events over 18 months Show less esponsibility for the contact centre telephony platform including call routing strategies, IVR's and call automation. Delivery of the P&L Transformation project to deliver customer segmentation capabilities. Responsible for the call delivery strategy including skill based routing, call blending, cloud queuing and IVR design Responsibility of all call routing and IVR change requests. Prioritisation based on cost, efficiency and NPS Implementation of call automation solutions for customer payments and meter reads, reducing call volume by up to 20% Optimisation of the telephony structure to reduce transferred calls. Improve 'right first time' call deliveryDelivery of the segmentation of the customer base in to 3 separate P&L operations Show less Managing the 'real time' customer demand across 8 contact centres. Production and delivery of half hourly contact centre resource vs customer demand plans. Managing the real time contact centre call demand and delivery service level targets Own the weekly plan reviews with contact centre managers. Agree action plans for identified risks to service levels Shift reviews to enable optimisation of shift patterns Vs customer demand Maintenance of eWFM, processes and real time monitoring of adherence against plan Forecasting customer demand, contact centre AHT, utilisation & service levels. Reporting actuals against plan. Review, plan and sign off business improvement investment time requests and change initiatives. Managing 8 FTE Show less Production of the resource, financial planning and budgets for 13 contact centres across the UK and offshore. Responsible for the delivery of the Op plan forecasts and LE forecasts (~£235m, 9k contact centre FTE, 16m customers) Responsible contact centre site strategy Responsible for contact centre recruitment plans Responsible for impact assessing and embedding agreed change plan initiatives in to the Op Plan Review and sign off the budgets with 13 contact centre managers Produce monthly variance reports (Op Plan Vs Actual) Show less

  • Medium Term Planning Manager

    Sept 2017 - Aug 2019

  • Forecasting, Data and Reporting Manager

    Dec 1999 - Aug 2019

  • Smart Metering Forecasting Manager

    Sept 2015 - Sept 2017

  • Data Migration Project Manager

    May 2011 - Sept 2015

  • Telephony & Transformation Manager

    May 2010 - May 2011

  • Tactical Resource Planning Manager

    Oct 2007 - May 2010

  • Resource & Financial Planning Manager

    Dec 1999 - Oct 2007
• 

  Thames Water

  Nov 2019 - now

  Resource Planning Manager

  medium term tactical planning and real time manager