Alexander Bradburn Email & Phone Number

Paris, Île-De-France, France

Versailles, Île-De-France, France

Providing vision for the EMEA WFM team, objective-setting, and leading weekly review meetings across senior management.Coaching team members in Ireland, USA, South Korea and Taiwan in successful capacity planning, forecasting, and presenting.Driving the department’s Work From Home initiatives by proving that CS performance was not impacted by WFH and implementing new scheduling systems, including fully flexible hours for CS employees.Informing and advising CS Leadership on impact of new global contact-handling system, providing new coaching opportunities across multiple sites.Assessing the impact of out-sourced support on customers and how it affects the work of our in-house support staff.

Versailles, Île-De-France, France

Eliminated outsourcing costs through recommendations and planning for CS to provide in-house support for our internals departments.Redesigned operational hours and shifts to increase productivity and accommodate changing staffing levels in the European offices.Modeled the impact of GDPR on customer contact volumes and systems, allowing WFM and other teams to proactively plan for the new legislation across our global regions.Regularly hosted and presented during team-based, departmental, and regional All Hands meetings.

Versailles, Île-De-France, France

Reduced outsourced FTE requirements over product launch periods through the implementation of a long-term flex system.Expanded forecasting and capacity planning to support centres in South Korea, Taiwan and China.Rolled out new capacity planning paradigm and Real Time Analysis tools, giving CS managers more freedom in how they managed their teams’ off-queue time while allowing WFM and other teams to improve CS agent occupancy.

Versailles, Île-De-France, France

Implemented multi-channel and multi-language short-term forecasting for EMEA region.Successfully delivered change management workshops to CS managers on the basics of capacity planning and new methods of modelling future capacity.

Versailles, Île-De-France, France

Created and maintained agent task schedules for offices in France and Ireland.Co-ordinated with HR, Payroll and CS managers to ensure agent needs and requirements were met.

Vélizy-Villacoublay, Île-De-France, France

Responsible for contact channel coverage and departmental SLAs.Incident management and coordination between CS and development/technical teams to quickly resolve customer-impacting issues.

Vélizy-Villacoublay, Île-De-France, France

Managed several teams of 15+ Customer Service Representatives, ensuring KPIs were met and that team members were supported in their work.Responsible for operational tasks such as channel coverage and handling sensitive issues.Led recruitment drive for CSRs in French and new Irish offices.

Vélizy-Villacoublay, Île-De-France, France

Assisted customers with software and account issues via live text-based communications and emails.Led special in-depth investigations to resolve customer issues.