Gary Ward Email & Phone Number

Dublin

County Dublin, Ireland

- As back-up to the Operations Manager, responsible for the daily running and management of the centre through the effective use of resources, including sourcing equipment, effective resource planning and implementing call centre strategies and operations- Monitor the quality of our service channels and our operational activity- Carrying out needs assessments, performance reviews and cost/benefit analyses.- Liaise with other managers, team leaders, operatives, third parties; gather information and resolve issues.- Achievement of team objectives (KPI’s), ensuring teams are fully trained- Analyze call center and agent historical performance, generate forecasts and schedules, create and maintain reports, and manage schedule changes.- Track, analyze and report center and agent performance with reports from databases.- Analyze and report historical data and trends and develop forecast models, generate, update and maintain long-term and short-term forecasts. Generate new forecast when current day forecast has high deviation from actual.- Manage scheduling process across multiple sites/entities and manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings across multiple sites/entities.

Dublin Ireland

Developed & prepared long-range capacity & workload requirements for NHS UK, in 2 sites Milton Keynes and Chatham with 300+ Staff & Irish based contracts ECAS(BT999),Bord Gais, Digiweb(Customer Care and Tech Support),Bord Gais, Digiweb (Customer Care and Tech Support), with 70/80+ Staff.Proficient with Workforce Management systems (TCS, CMS) Identified optimal work schedules & workload requirements. Maintained databases & spreadsheets tracking key service statistics. Monitored & examined performance against established service level objectives.Allocate requirements to develop & maintain Staffing Utilization, Call Forecasting, Call Monitoring, Recording & Reporting of Department & Team Performances within contact centresUpdated weekly forecast as needed based on analysis of real time workload. Entered adherence & schedule exceptions into workforce management software. Generated & created operational performance reports. Produced & prepared schedules for shift bids. Coordinated with all sites on all operational issues impacting service level.

County Dublin, Ireland

Responsible for the set-up and assistance in the 2nd level Sergeant interviews for An Garda Síochána.Scheduling job Interviews and assisting in interview process and recording of same.Participating in recruitment efforts.

Ashbourne Co Meath

Responsible for the management, organisation, coordination & day to day work of a Customer Service Team of 6 people.Ensured that customer enquiries are dealt with in accordance with service level agreement & set Key Performance Indicators laid out in contract Maintained & coordinated any financial management & development of the team.Ensure that customer service representatives achieve the required performance targets & standards in accordance with the business plan.Responsible for Customer Service Representatives recruitment & on-board training plans.Team development & supervising, addressing performance and attendance issues as necessary

Dublin Ireland

Proficient with Workforce Management systems (TCS, CMS) Developed & prepared long-range capacity & workload requirements for NHS UK, which incorporated 6 sites with 300+ Staff & Irish based contracts ECAS, Digiweb & Everyman with 180+ Staff.Identified optimal work schedules & workload requirements. Designed, built & maintained databases & spreadsheets tracking key service statistics. Monitored & examined performance against established service level objectives.Allocate requirements to develop & maintain Staffing Utilization, Call Forecasting, Call Monitoring, Recording & Reporting of Department & Team Performances within contact centresUpdated weekly forecast as needed based on analysis of real time workload. Entered adherence & schedule exceptions into workforce management software. Generated & created operational performance reports. Produced & prepared schedules for shift bids. Coordinated with all sites on all operational issues impacting service level.

Conduit Ireland

Responsible for the supervision and management of team of 25 including performance reviews, time and attendance and personal development. Responsible for the recruitment & training of customer service representatives.Managed the needs/requirements of high revenue commercial accounts B.T. Magnet, Digiweb, Ulster Bank & First Active, through extensive follow-up procedures.Responsible for Bi-Weekly Department Payroll & Bonus procurement.Improving customer service based on client feedback through the development of new policies & procedures.

Dublin

Duties involved working on the implementation and roll-out of the Nationwide ATM Chip & Pin scheme. Working as part of a project team with strict deadlines and targets.

Eastpoint Business Park Dublin

Managed small team and workload of first communtor centre in Ireland. Duties included account setup, reporting, liasing with internal and external customers and general admin duties. Supervisory and development of team.

Dublin

Planned and budgeted the monthly stock procurement for 4 Dublin based retail stores. Involved taking into account current market trends within the ever-changing consumer industry and the management of the recoup of weekly stock return. This increased to a higher sales budget allowance for all stores.

Dublin

As a Gym supervisor and Swimming Instructor I looked after the day to day running of the gym which had 250 internal and 200+ external members.