Liam Smith

Contact Center Managed Services (CCMS) UK Ltd provide Technology, Learning and Management services to both Internal and Outsourced Contact Centre Clients in the UK and Europe.

Member of the board responsible for the Strategic development of the business. Developed a long term strategy for the business to deliver operational efficiencies, and growth. Leadership of a team of c.300 employees in both operational and shared services teams.

Part of the npower retail markets senior management team responsible for the development of strategy & business plans for all outsourced voice activities across npower's UK residential and business retail markets.

Responsible for the growth and development of the SME business customer base, through development of new channels to market. New channels developed included an affinity partnership programme to sell npower retail products through affinity channels, and development of the first B2B online energy sales channel in the market.

Responsible for the management and development of all SME Business Customer book and Sales channels • Set strategic direction for Business sales through business plan • Responsible for achieving and exceeding business plan • Motivate & Inspire Sales teams to achieve sales & revenue targets • Ensure profitability of SME customer base through minimising cost of acquisition and maximising customer revenues at point of sale

• Responsible for the management & development of outsource sales agency channel • Motivate and drive sales from outsourced sales agents to achieve and exceed business plan • Contract management of outsourced sales agents to contractual performance levels • Negotiation of contractual terms with new partners and variations to existing partner agreements • Work cross functionally with Legal & procurement teams to limit risk and liability to the business

Responsible for validation and provision of half-hourly data for around 28K sites for npower major business customers, generating £1billion revenue per year. Development of Added Value Data Services to differentiate npower as a Supplier. Responsible for managing a revenue budget of £800,000 Developed and responsible for npower’s Half-Hourly Online Service (www.npower.com/hhonline) Provide Business Sponsorship and direction to Projects as required Strategic planning for Energy Services Business area

Project Management of IS projects using PRINCE2 Project Management methodology Planning and Control of Resources Produce Business Case and Feasibility Studies Business Analysis and Process Modelling Requirements Definition Functional Design Technical Design Production of Test Strategies and Test Scripts Problem and Change Management Supplier Management Customer Liaison

Project management of medium – large Capital expenditure schemes Microwave Link Planning RF Design and Licensing Telephony Networking Technical Design of Data Communication Networks Installation and design of HDSL PCM Systems X.25 Network Planning and Analysis Evaluation, selection and Procurement of Technical Solutions Team Management of a team of telecommunication engineers

PRINCE 2 Project Management

The Professional Diploma in Management is for those aspiring to middle level managerial roles in large organisations and those who have a leadership role in smaller organisations.