Matthew Roberts
About Matthew Roberts
Matthew Roberts serves as the Head of Capacity Planning and IVR at Nationwide Building Society, a position he has held since 2015. With over 20 years of experience in operational strategies for contact centers, he has previously worked at Bank of America and Barclays, specializing in workforce management and telephony infrastructure.
Work at Nationwide Building Society
Matthew Roberts has served as the Head of Capacity Planning and IVR at Nationwide Building Society since 2015. In this role, he is responsible for overseeing the capacity planning processes and managing the interactive voice response systems. His leadership contributes to the efficiency and effectiveness of the organization's operations, particularly in contact center management.
Previous Experience at Bank of America
Matthew Roberts held the position of Senior Vice President - Group Operations Manager at Bank of America from 2005 to 2011 and again from 2012 to 2014. During his tenure, he focused on operational management and strategy development, contributing to the bank's operational efficiency and service delivery.
Experience at Barclays
Before joining Nationwide Building Society, Matthew Roberts worked as a Senior Optimisation Manager at Barclays from 2014 to 2015. His role involved optimizing operational processes within the organization, enhancing the performance of contact center operations.
Education and Expertise
Matthew Roberts studied Mathematics at the University of Warwick, where he earned a Bachelor of Science with Honours from 1993 to 1996. He specializes in workforce management solutions, reporting, and management information, with over 20 years of experience in developing and implementing operational strategies for contact centers.
Leadership and Change Management
Matthew Roberts possesses proven senior leadership skills, focusing on managing, developing, and motivating teams to drive business growth and change. He is recognized as a change expert, with a track record of streamlining business processes and enhancing operational efficiency.