Jane Marshall Personal Profile
Jane Marshall is a highly professional contact centre specialist with 20 year's industry experience that includes set-up and launch of contact centre operations, management of in-house and outsourced centres, inbound and outbound activities as well as managing high volume dynamic direct response campaigns.
Jane's early career was in HR and Training, and she adeptly re-applied her skills in the contact centre industry. She is a highly respected people manager, capable of maximising individual potential and engendering personal development, whilst at the same time, having a clear commercial understanding of business drivers.
Jane has a strong focus on quality and understands the importance of detailed process design, implementation and re-engineering to continually drive business improvement. She is an advocate of business performance and process measurement and has delivered significant change and improvement to various clients in different industry sectors.
During her extensive career, she has experience of and has demonstrated success in a range of disciplines.
- Multi-site management encompassing all functional disciplines including operations, facilities, IT, HR and Training
- In Outsource, managing multi-campaigns, in multi-lingual, multi-channel operations
- Had accountability for up to 1400 employees, £20m budget and 1m calls per annum
- Re-engineering of quality programmes to align with customer expectations
- Developed Telemarketing operations and acquired new business
- Project management including business acquisition, site migration, campaign start-up and business optimisation
- Client relationship management in both client and supplier role
- Personal development of direct reports which has produced some key performers in the contact centre industry
Employers over the last 20 years have included: Liverpool Daily Post and Echo, Vernon 's Pools, Telewest (and previously as Cable North West ), QVC, 7C (latterly Vertex), Vodafone, Arvato Services, Littlewoods/Shop Direct Home Shopping.