David Gray Email & Phone Number

I am the subject matter expert on our call centre intelligence systems. These include:Cloud telephony platform (Skills based routing to multi sites for calls and other media, inbound and outbound) Call recording and Speech analytics, work force management and everything in between. From design, build, implementation and support through to all user admin and training.Always working to help the business get more from its technologies and continually improve system effectiveness to help meet company goals.

Analyse trends to enable more accurate forecasting of predicted call volumes, ensuring resource levels meet demands and keep within agreed OFWAT service levels.Production of Adhoc stats in addition to daily and monthly management performance reports.Create shift patterns to compliment forecasted call patterns. Make suggestions on any improvements that could be made to drive operational capability and efficiency.Identify any potential issues with telephony or computer systems in the contact centres. Using logical problem solving skills resolve where possible or escalate to appropriate agencies. Suggest process improvements to call centre managers.Develop, document and implement working procedures and create user guides for new systems in the contact centres for agents and management team.

Diagnosis of faults and allocation/escalation to appropriate resolving agencies, always working for a solution that is acceptable for both the customer and the business.