Iain Slorach

Experience

• 

  BSkyB

  Oct 1998 - Oct 2009

  Promoted into this role managing a team of five Project Analysts who analysed daily and weekly reporting, and identifying trends to improve the performance of the Sales Contact Centres. Providing ad-hoc support to Operational Managers and the Senior Management team. Managing the Sales Incentive strategy and schemes for all Contact Centre staff, across the sales estate. Ensuring that timely reporting was accurate and shared with the company's payroll team to allows monthly bonus payments to be processed. Show less

  • Analysis & Incentive Manager

    Jun 2005 - Oct 2009

  • Project Analyst

    Jan 2004 - Jun 2005

  • Marketing Executive / Business Developer

    Apr 2002 - Jan 2004

  • Customer Service Rep/Team Leader

    Oct 1998 - Apr 2002
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  Tesco Bank

  Oct 2009 - Jun 2012

  Responsible for short-term call volume forecasting of Tescobank’s in-house Sales & Service Insurance products and scheduling agents to ensure optimal service levels achieved. Monitoring real-time agent adherence and providing ad-hoc analysis of performance statistics to team and operational managers. Working closely with Team Managers to ensure they have a good understanding of adherence, WFM systems, and their roles and responsibilities. Driving better working relationship between the Resource Planning team and the Operation through regular feedback and performance feedback on team members. Show less

  • Senior Capacity Planning Analyst

    Jul 2010 - Jun 2012

  • Sales & Service Support Analyst

    Oct 2009 - Jul 2010
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  Wealth and Investment Management at Barclays

  Jun 2012 - Jun 2014

  Resource Planning Manager

  Developing a consistent approach to the Resource Planning function across a multi-sited and multi-functioned business. Managing a team of 5 Resource Planners with blended skills encompassing the full planning cycle; providing Forecasting, Scheduling and Real-Time Management for front and back office customer facing teams, for Barclays Stockbrokers, Barclays International & Private Banks, On-Boarding and Customer Relations/Complaints Teams. Stakeholder Management across the business at VP to Director level. Improving efficiencies across teams and business areas, through cross-skilling, process consistency and colleague education. Show less

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  CalMac Ferries Limited

  Jun 2014 - now

  •Setting up a dedicated Resource Planning Team for the Customer Operations function, defining KPIs and setting up SLAs with stakeholders and ensuring Telephony Reporting function is fit for purpose•Analysis of suppliers and led the implementation of new Customer Contact technologies into the organisation, including Workforce Management, Agent Desktop, Post Call Survey and Complaints System•Ownership of the Resource Planning function for the Customer Operations Centre, encompassing both Contact Centre and Operations Control Centre (Social Media and Disruption Desks)•Ownership of telephony routing and IVR Strategy making recommendations and actioning these to optimise customer experience when dealing with our Operations Centres•Leading change initiatives in the department to improve customer experience including leading the centre through Customer Contact Association Accreditation (May 2015) Show less

  • Contract and Planning Manager

    Mar 2017 - now

  • Head of Contact Centre

    Nov 2015 - Mar 2017

  • Head of Forecasting & Planning - Customer Operations

    Jun 2014 - Mar 2017