Dave Debosco Email & Phone Number

Belfast, Northern Ireland, United Kingdom

As Resource Manager for the Financial Crime & Business Operation service towers (c1000 FTE), my team helps influence and implement our people strategy while providing strategic and tactical staffing solutions and value-added KPI analysis and insights which drive positive commercial and people outcomes.- Key contact and trusted advisor to senior stakeholders across the delivery and people teams in two of Operate’s distinct Service Towers. Responsible for our Strategic Workforce Planning process, combining insights on our commercial forecast and pipeline of new work alongside analysis of staff skills, seniority and succession planning - helping to shape long-term resourcing and recruitment decisions.- Supports PwC's bids process and delivery through building balanced engagement teams matched to specific project requirements including complexity of work, security clearance and jurisdiction to drive a given margin and facilitate career development including succession planning. - Works with delivery directors and project leads to design staffing solutions using various staffing pools including PwC UK's various lines of service, the global firm and contingent workforce as appropriate. Proactively identifies mobilisation challenges and recommends opportunities to drive efficiencies, ensuring best optimisation of resource and alignment to individual career objectives.- Coordinates and conducts regular deployment conversations with staff across Operate on a proactive and reactive basis, ensuring alignment with individual career aspirations and firmwide commercial objectives. Sensitively raises and resolves wellbeing and flight risk issues in a timely manner to appropriate stakeholders, contributing to better retention of staff. - Subject Matter Expert for ongoing transformation agenda in Operate's People Function, ensuring adoption of standardised new processes, tools and technologies which drive a sustained commercial and people impact.

Belfast, Northern Ireland, United Kingdom

BT Enterprise is the leading business communications provider in the UK, providing technical products and services to a range of clients including high-street names, government departments and the public sector. As part of a promotion, I transferred from BT Consumer to BT Enterprise and was responsible for resource effectiveness in Enterprise Service (c8000 FTE), specifically Managed Services, Client Services and IP Migrations divisions. Along with contact centre operations, this role primarily involved dealing with skilled technical, project management and field resources.- I helped overhaul our Resource Governance process, with analysis of challenges and opportunities completed. I chaired weekly Resource Governance forums that ensured we recruited and mobilised the right kind of skilled resource for present demand and new growth work. The improvement in this process was evidenced by the award of a Continuous Improvement Medal and significant positive feedback from stakeholders in operations, HR, Finance and Recruitment.- I tracked all resource movements in, out and within Enterprise Service, ensuring correct process is followed and reconciling headcount data between Anaplan and Finance TLR/TLC reporting.- I worked with the Demand planning team to produce a monthly resourcing outlook with future growth, attrition and transformation forecast in line with Finance budget and latest headwinds/tailwinds. Used multiple datasets to provide detail at headline and granular levels, presenting the data at Senior Manager and Director level to inform overall resourcing strategy.

Belfast, Northern Ireland, United Kingdom

As part of BT's Consumer Resource Planning & Scheduling team, I helped build our long-term resource forecast, analysing all performance metrics, and engaging stakeholders at all levels. I supported three lines of business (c2000 FTE) including lead planning for BT Mobile.- I ensured our service-level objectives were met in the most efficient way possible across three complex lines of business -- through long-term planning, reforecasting at lock/short-term stages, and post-day analysis. I used IEX/WFM and Excel extensively for modelling and scenarios, factoring in performance metrics, commercial activity, customer base, PTC, transformation, seasonality etc.- I built and maintained a Resource Model and Performance Dashboard using Excel plug-ins (e.g. NICE Analyst Workbench), pivots and macros, ensuring all data aligned to 'one truth' source. Used this to communicate performance trends in daily Executive Summary, ensuring senior leaders can quickly adapt to changes and make informed decisions.- Involved in Outsource Partner Management, building resource ramp plans for new contracts, maintaining commitment files and continual analysis of partner delivery and performance vs Inhouse resource. Helped to assist and hold partners to account where under-delivery exists, enabling recovery plans.

Belfast, Northern Ireland, United Kingdom

As dedicated on-site admin for BT’s Belfast Contact Centre (c320 FTE), I provided critical support to operations during a period of rapid continuous improvement. During this time, our site’s local planning team was absorbed into BT’s wider Consumer Planning team, and I was responsible for ensuring a smooth transition.- Facilitated all on-site meetings and events - booking rooms, setting agendas and taking actions. Greeted site visitors, arranged travel, parking and hospitality. Maintained building access including security audits, reported building faults, ordered furniture and tech equipment including disability aids in line with OHS guidance.- Supported personnel with skill changes, system orders and profile amends for all site staff including new joiners. Ensured accurate and timely processing of contractual changes, change of hours, promotions and secondments. Monitored mandatory training to ensure gold-standard completion rate. Analysed all performance trends, recommending actions to site operations and reporting headline figures to CWU union.- Prior to handover to Consumer Planning, responsible for on-site scheduling -- built, coordinated and amended working patterns of all site staff, ensuring coverage across five lines of business in 7 day per week operation. Sent rota info weekly to ensure schedules updated on time, responsible for Bank Holiday requirements and volunteers, processed time off in lieu. Tracked all absence, shrinkage and attrition, maintained site capacity and floor plan files, reviewed spans and layers and making recommendations to operations leads accordingly.

Belfast, Northern Ireland, United Kingdom

I was part of BT's industry-first Proactive Care trial, diagnosing slow broadband faults and outbound dialling customers to resolve. I achieved campaign-leading KPI results while improving my customer-facing skills. Later I engaged and developed colleagues as floorwalker before progressing into a full-time support role as a subject-matter expert for 70 colleagues. I completed quality checks and drove process changes to improve our customer service.