Miles Bird

Experience

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  Sitel Group

  May 1997 - Aug 2005

  Career development move to a key strategic role within the world’s largest outsourcing contact centre provider. Responsibility across the UK for effective HR, training, recruitment, and health and safety across four sites and over 1,200 operational seats.• Optimised resources budget responsibility of c. £4m• Led all resource requirements of business including staff profiles; volumetric forecasting; and physical location of business• Implemented key strategies to increase capacity utilisation and reduce overhead costs including leading migration of onshore programme to India as operational and human resources stream lead • Reduced annual recruitment and facilities spend by 20% through right-sizing facilities requirements, streamlining recruitment process, and increasing colleague retention• Maintained ISO9002 accreditation Show less

  • UK Resources Manager

    Aug 2004 - Aug 2005

  • Site General Manager

    Feb 2003 - Aug 2004

  • Various Roles

    May 1997 - Feb 2003
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  Ibex

  Aug 2005 - Dec 2007

  General Manager

  Accountability for: profit and loss, customer satisfaction and operational delivery for outsourced contact centres comprising customer care, technical support, telemarketing, customer satisfaction, self-service, and technical training function comprising over 20 clients. Reported to group CEO in the US. • Delivered contact management through voice, email, web chat, and IVR. Leadership of operational and support functions (Sales, HR, Finance, IT, and Facilities)• Increased EBITDA from loss making to profit of 7% through increases efficiencies and restructuring. Executed continuous improvement strategy and change management methodologies• Delivery of - and accountability for – more than £5m per annum turnover through leadership of 180 indirect reports and 8 direct reports including multi-lingual European service desks• Developed and implemented daily and weekly review mechanisms to track and deliver both service and financial performance results. Show less

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  Matthew Clark

  Jan 2008 - Apr 2022

  Contact Centre Manager

  Leadership role for the UK’s largest drinks wholesaler and distributor with annual turnover of more than £880m. Responsible for teams encompassing voice, digital and email channels for sales and service. Stakeholder engagement to deliver consistently excellent customer interactions (suppliers, distribution, supply chain, sales, and marketing teams) • Initiated continuous improvement programme delivering efficiencies reducing headcount by 40% over last five years and delivering annual employment cost savings of over £700k• Accelerated customer uptake in self-service technology (from 46% in 2016 to 80% in 2022) significantly reducing the reliance on inefficient manual interactions• Optimised resourcing schedules; embedded culture of real-time management and regular departmental performance reviews increasing productivity by 20% over two years• Restructured to optimise skills and resources and achieve service levels across teams. Resulted in reduction in labour requirement by 18% • Delivered improved resolution turnaround time by 268%; and average resolution time by 65% in under one year. Analysed most common issues and implemented cross-functional practices utilising complaint management software.• Headed £1.2m project to deliver an enterprise-wide contact centre solution to deliver voice, email, and chat interactions. Savings realised of £125k p.a. while increasing technology capability. Agile working for all contact centres embedded, allowing the business to continue to trade at full capacity during driven space restraints• Identified opportunity to develop individuals into roles across wider business. Initiated the coaching and mentoring programme, seeing on average 24% of departmental leavers promoted into roles in other departments including supply chain, account management, IT and HR• Centralised and integrated company acquired by group - including migration to technology platforms and individuals opting to TUPE across - six weeks ahead of schedule Show less

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  Premier Vet Alliance

  Aug 2022 - now

  Director of Operations

  Premier Vet Alliance operates in the UK, EU, and US territories and supports veterinary practices by providing them with resources and services to provide affordable preventative healthcare plans to pet owners.In addition, medication can be delivered to pet owners' home address to ensure it arrives on time which greatly increases dosage compliance. The newly launched app connects pet parents with their vet practice allowing them to chat, book appointments, and keep up to date with their animal's progress when hospitalised.Senior leadership role heading up Customer Service, Technical Support, Customer Experience, BI and HR functions. Overseeing and managing the day-to-day operations of the business and deploying resources effectively, while maintaining high standards of quality and productivity. Optimising processes, ensuring efficiency, and implementing strategies and projects to meet PVA's goals.Key responsibility in strategic planning, budgeting, and decision-making to drive business growth and success. Identified areas for improvement and implemented changes to streamline operations and enhance overall performance. Show less