Danny Mitchell Email & Phone Number

Derry, County Londonderry, United Kingdom

Lead a team of 15-20 Real time Analysts (RTA) across multiple accounts and locations in understandingoperational metrics that would enable them to interpret, analyze and provide recommendations onreports that are being published to operations and senior teams.Upskilled Analysts and Lead (RTA / Reporting) in automation of reports to improve.

Derry City, Northern Ireland, United Kingdom

During my time in this role, I have gained in-depth experience of the WFM processes and i worked closely with the Operations teams to track, analyse and report on performance etowards client KPI's. In this role, I have formed relationships with all the different departments within Convergys including the client, HR, NI response team, Training, WFM.

• Work closely with senior management to drive efficiency through WFM processes and monitor against mid-month and initial forecasts, flagging any potential issues.
• Manage and ensure delivery of real time plans, ensuring the different accounts are meeting targets and deadlines
• Work with key stakeholders daily to ensure real time processes are followed and adhered to
• Work with different departments to ensure adequate staffing to meet client demands, (training recruitment, WFM capacity planners)
• Create daily reports for operations team to monitor intraday performance across different LOB
• Daily/Weekly calls with client to review current and monthly performance

Derry, Northern Ireland

Monitoring agent schedule adherence using real-time adherence software and call out non-adherent events to Operations. Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. I work closely with Operations Management on a daily basis to assist.