Caroline Voigts

Senior Business Analyst - focus on discovery phase of Liberty Global's pan-European Customer Contact Centre transformation programme across their 13 Euopean OpCos - standardising the telephony platform, WFM, Quality and Speech Analytics solution

Lead Business Analyst for the implementation of a new Contact Centre. Define the contact centre business and service delivery management processes. Working with internal & external technical teams to implement the applications for the Contact Centre (IVR, CTI, CRM, Policy Administration and Complaints Management System). Product owner for the CRM (Salesforce) development for sales and services. Conduct and support process, application and product training for the contact centre staff.

Lead Business Analyst for procurement of outsourced services for ELEXON. Eliciting, validating & documenting the requirements for the delivery of business process management, and managed services for the system environment, including application maintenance & development. Working closely with the procurement team to develop the pricing model & provide input to tender document; working closely with the transformation team to ensure that the transformation roadmap addresses current and future business needs.

- Designed 5 year ICT strategy, supporting Business objectives and position the company to meet the changing customer service industry demands - Co-ordinating the implementation of contact center system solutions, ensuring these are aligned with the ICT strategy, deliver a return on investment and meet business requirements

Correspondence study -

BA Econimics (Major in Economics and Social Science) completed in 1989; Honours in Economics completed in 1990