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Portfolio

I am a passionate, ambitious young professional with over 8 years experience of working in people and customer focused roles. I have gained a range of experience on leading and supporting an operation, both directly and indirectly through supporting my line manager work to the strategy of the client and business vision. I developed my foundation in people management skills from my role as a retail supervisor and quickly understood the benefit of engaging with people to drive maximum results. This built up the drive to succeed in any role I undertook and gave me a passion to embrace the people aspect of my roles, whether it be through liaising with them or influencing people through leading a team. My love for sales flourished whilst working as a Sales Executive for Arnold Clark, and actively being involved in influencing sales and managing key stakeholders to maximize revenue and this has grown with time to the point where I am determined to succeed and have those around me succeed. A key factor to my success as a people manager is down to my ability to identify and relate to different types of people, learning styles and experiences whilst keeping an open mind.

In 2013 I took the opportunity to support and establish our growing business in our India contact center as we moved into the Digital world. I currently lead an operation of over 225 people handling mainly Webchat & Digital for UK based customers. Established and supported in the set up of a new Digital space and creating a true centre of excellence for Digital. 

Education

Skills

People engagement

Delivering initiatives to drive people engagement and reduce overall Attrition/NPS scores. 

Recognized as people manager of the year within Webhelp for 2015. 

Commercial Awareness

Fully versed in Invoicing processes and identifying any shortfalls causing any impact to Margin. 

Working closely with ever changing Shrinkage levels to meet client demands. 

Implementing several incentive and bonus structures working to an overall payout allowance level of 10 - 12%. Consistently achieved. 

Leadership

Having gone through Institute of Leadership and Management Level 2 & 3 I am fully versed in a variety of methodologies such as SMART Objective setting and the Grow Model. 

Recognized as Shining Star of the month on 6 occasions during 2015 & as Role model of the year in both 2015 & 2016.

Working closely with stakeholders internally and externally of the business and having strong relationships in all of my interactions.  

Work History

Head of India Operations

Webhelp UK
Sep 2016 Present

In September I accepted a temporary role to take over as Head of Operations in India. Running 2 campaigns and supporting over 300FTE inclusive of Agents, Quality, Facilities/Transport/ Operations Managers & Team Managers. Similar to my role below my main targets are set around Revenue, Margin, People & Customer. Revenue reviewing money that comes in through our standard Invoicing and Billing Model, Margin reviewing costs and reducing where appropriate to increase our GP%, responsible for overall site Engagement & driving further business into the company through key contacts within our existing client base. 

Digital Customer Experience Manager

Webhelp UK
Nov 2013Present

I am currently working offshore for Webhelp UK as a Digital Customer Experience Manager supporting and establishing our growing business within India and the Business process outsourcing market for blue chip UK companies. I currently lead and support teams with clients such as Sky & EE. I currently lead a team of over 200FTE and have supported with embedding best practice techniques across the site across a variety of key areas such as employee engagement, Customer Satisfaction & commercials. I have experience working with platforms such as live Person, Salesforce, Genesys & Lithium. I currently support across both a Sales environment and a Service environment.

Employee Engagement:

  • Annualized attrition levels below 20%.
  • 95% promoters across the last site Engagement Survey – Scoring 9 or above for recommending employer to a friend or family member.
  • Testimonials from clients around the dynamic approach taken to drive engagement on site.

Customer Satisfaction:

  • Customer Satisfaction within Webhelp and our clients are measured through a variety of metrics such as NPS, C-Sat & Detractor Levels.
  • Within the Triple play Market (TV, Broadband & Phone) our NPS scores are 21 points above the norm in the UK sitting at 45 & within the Telco Market we trend very similar at 45.
  • A unique measurement we like to look at is the amount of detractors as a business we get and supply strategic solutions to our clients around this, through innovative investment in real time strategies for feedback/Coaching we have driven core Detractor rates down from 19% to 10%.
  • Within this is client engagement which is crucial and by offering a unique model of on-shore support to support an off-shore Digital center we are able to drive client engagement and growth. Through this model I have supported the growth of Webchat within India from an initial 25FTE to over 200FTE.

Commercials:

  • Deliver revenue within India of over 1,000,000 and scrutinize any un-billable time.
  • Delivered a BTP ratio of above 85%
  • Against our billable target of 102% we deliver this consistently.
  • Planning and Delivery is another key metric and ensuring we are consistently delivering to our client commitments such as staffing levels during peak hours, introduced and supported with the implementation of a performance based staffing model.

Key Performance Metrics:

  • Experience across a wide variety of metrics inclusive of both client set targets along with behavioural company values.
  • Measurements inclusive of but not limited to Conversion, FCR, Sales Per Hour, Chats per hour, NPS, Interval Delivery/productivity & commercial set company targets.
  • Consistently achieved all areas with most recent Half Yearly rating coming in at highly effective.

Operations Manager

Webhelp UK
Jun 2013Nov 2013

I began my career as a Customer adviser and then progressed on to the Deputy team manager role, during this time I gained my experience in leadership, coaching & communication. Following this I was successful in my application for Permanent team manager where I began to improve my knowledge by developing innovative ideas that would improve my own skill-set, coaching and leadership skills. I was then Successful in the role as Deputy operations manager where I started to expand on the experience I currently held, this gave me exposure to managing a higher FTE in excess of 150. 

Team Manager

Webhelp UK
April 2012June 2013

Working closely with my team members to develop strategies to reach Goals. Provide on the job training where appropriate. Have Strong Communication skills allowing me to deliver key and accurate messages. Listen to regular feedback from my team working in tandem with the wider operational area to create a unified approach. Monitor team members participation to ensure the training/coaching they are being provided is being put into use and identify any additional training required. Manage the flow of day to day operations & keep my team up to date with relevant reporting. 

Charts

Supporting Business Growth

My growth with Webhelp took me to India to establish and grow our business in Asia, I was tasked very early on with securing additional clients and growing our business, since 2013 and with my own direct involvement I have helped us grow to over 225FTE since 2013, growing into a second premises. 

Want to find out more?

Please take the time to find out more about me via me Linkedin profile https://uk.linkedin.com/in/stuart-walker-28796875 

My profile includes recent projects delivered and a more in depth profile on my current role as well as my achievements.