Bupa
March 2008 – December 2008

Telecommerce were selected by interim management provider Campion Willcocks to supply interim Planning and MI management to global health and care organisation Bupa. The assignment focussed on supporting the reorganisation of Planning and MI functions within Bupa’s 1400 strong frontline and back-office UK customer service operations in Staines and Manchester.

• Managing and developing 22 consultants and analysts providing planning, forecasting, scheduling, reporting and management information to Bupa’s UK Service operations.
• Designing and implementing a new team structure including recruiting two key management roles.
• Improving the implementation and usage of workforce management and data analysis tools
• Project management of adherence and real time management initiatives.
• Supporting key benchmarking, performance management and contact centre technology initiatives
• Planning & MI project management role focussing on
• Project Managing 29 customer service process improvement and efficiency initiatives
• Supporting a Bupa-wide customer contact handling replacement project