Tom Horne is our COO (Chief Operating Officer) with experience in setting up contact centres of up to 400 staff
Tom has over 12 years experience managing large contact centre operations, including developing teams across sales, customer service, collections, quality & training and back office admin.
Tom's experience spans from setting up new contact centres of 400+ people, to on-shoring contact centres within financial services into the UK.
Experienced in virtual teams, Tom has managed extensively multiple continents and homeworkers and delivers the right solutions wherever the team work from.
Tom also has extensive experience in large-scale operational remediation projects and collection improvements projects that have significantly increased collection and recovery rates year on year and has managed large Contact Centre teams during FCA approval processes.
Tom is passionate about successfully implementing efficiency improvement programmes for firms and has repeatedly delivering staff efficiency and reduced head counts.