Operations Manager – Digital Channel Transformation and Automation at EDF (UK)
I am a highly motivated successful Operations Manager with a successful track record of developing and leading digital transformation programmes within a high volume and highly regulated customer service business. My experience leading various front and back office teams both directly employed and those working for outsource partners has given me a deep understanding of how to successfully deploy new digital contact channels and platforms to deliver a world class digital customer service experience. I am experienced in working to Agile Scrum methodology to develop and deliver chat and message robotics into new and existing digital contact channels to maximise the customer experience whilst increasing the commercial benefit these new channels offer. I have excellent analytical and interpersonal skills coupled with the ability to positivity motivate my team, translating often complex data and strategic direction into meaningful material that ensures all team members understand the valuable part they play in the overall project. I am a forward thinking and highly organised leader who considers all outcomes before taking action and ensures all deliverables are met to the highest standard.
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