Andy Hall Email & Phone Number

Sunderland, United Kingdom

Oversight of effective deployment and optimisation of all proactive outbound contact strategies across UKAR. Responsibilities include management of a team of dialler analysts, completing performance reviews, coaching and creating working patterns for the team to ensure the requirements of the business are met. Oversee the monitoring, analysing and reporting of dialler performance. Work with Senior and Operational Managers to embed best dialler practices and drive ongoing improvements in operational performance through effective use of the automated dialler.

Sunderland, United Kingdom

Manage a local team of Service Delivery Analysts to maximise Inbound and Outbound performance to ensure outbound dialler, SMS and other contact channels are maximised ensuring service levels and peoples expectations are aligned to business needs and MI is produced and interpreted and fed up the line to business heads. Responsibilities include day-to-day management of a local Service Delivery Team, working patterns of the team to ensure the requirements of the business are met. Monitor, analyse and report performance. Work with Senior Managers and operational managers to embed best contact centre practices.

Sunderland, United Kingdom

Maximise operational resource utilisation through the delivery of effective resource plans. Ensuring that shift design is optimised across the business to meet the demand plan, by flexibly deploying resources to ensure an efficient and effective service delivery. Deliver the provision of full resource plans for quarterly, monthly, weekly, daily and intraday requirements cycles.

Newcastle Upon Tyne, United Kingdom

Responsible for managing the day-to-day operation of inbound call volumes and outbound dialler ensuring optimisation of operational resource by producing and analysing relevant forecasting, scheduling, real time and resource performance data and initiating actions where variance to assumptions occur.