Gary Mullen Email & Phone Number

I manage a small team providing planning support for several campaigns providing the followingForecasting Client Projected Contacts• Historical Data Analysis: Use past data to predict future contact volumes. • Seasonal Adjustments: Discussing season trends within the data and validate the data• Client Input: Regularly communicate with stakeholders to get additional inputCreating Schedules for Staff• Skill Matching: Ensuring the required skilled staff are… Show more I manage a small team providing planning support for several campaigns providing the followingForecasting Client Projected Contacts• Historical Data Analysis: Use past data to predict future contact volumes. • Seasonal Adjustments: Discussing season trends within the data and validate the data• Client Input: Regularly communicate with stakeholders to get additional inputCreating Schedules for Staff• Skill Matching: Ensuring the required skilled staff are available in order to match the planned contacts. • Flexible Scheduling: Building flexibility into schedules to accommodate last-minute changes or unexpected spikes in demand.• Fair Distribution: Ensuring a strict fairness policy, that all agents get equal share of preferred shifts.• Data-Driven Decisions: Use data to identify patterns in staffing needs and adjust accordingly.Analysing Data for Cost Efficiency• Cost-Benefit Analysis: Regularly analyse the cost-effectiveness of current processes and identify areas for improvement.• Benchmarking: Comparing performance against industry standards to identify opportunities for cost savings.• Continuous Improvement: Managing a continuous improvement process to regularly review and optimise operations.Engaging with Team Leaders and Agents• Regular Meetings: Hold regular meetings with team leaders to gather feedback and discuss improvements.• Open Door Policy: Encourage open communication and being available to address concerns and suggestions. Show less

Providing planning support for several campaigns providing the following* Ensuing the schedules meet the clients requirements* Working through the staff shortfalls and excesses within the campaigns to ensure we deliver the service with the right level of staffing* Work through opportunities and present options where we could deliver the service at a more cost efficient method* Engaging with agents to understand what they would like to get from the planning team

Livingston

TUPE from Atos October 2019.Providing second tier support to a range of customers, using a range of tools for shadowing the user to resolve the issues remotely in a prompt and timely manner, including support of the basic office packages to some of the more specialised applications our client uses.Additional duties also include supporting the service desk toolsets, reviewing documentation, support daily workforce management and many administration tasks required as part of my… Show more TUPE from Atos October 2019.Providing second tier support to a range of customers, using a range of tools for shadowing the user to resolve the issues remotely in a prompt and timely manner, including support of the basic office packages to some of the more specialised applications our client uses.Additional duties also include supporting the service desk toolsets, reviewing documentation, support daily workforce management and many administration tasks required as part of my role. Show less

Providing second tier support to NHS Scotland GG&C and several NHS Scotland sites, using a range of tools for shadowing the user to resolve the issues remotely in a prompt and timely manner, including support of the basic office packages to some of the more specialised applications our client uses. As well providing fixes for our customer I also investigating possible fixes that could be resolved at first line support level and providing documentation for the fixes, carrying out onsite… Show more Providing second tier support to NHS Scotland GG&C and several NHS Scotland sites, using a range of tools for shadowing the user to resolve the issues remotely in a prompt and timely manner, including support of the basic office packages to some of the more specialised applications our client uses. As well providing fixes for our customer I also investigating possible fixes that could be resolved at first line support level and providing documentation for the fixes, carrying out onsite support to ensure that the agents can carry out these fixes without impacting there targets for average handle time. Additional duties also include supporting the service desk toolset, reviewing documentation and many administration tasks required as part of my role. Show less

Providing first tier support for NHS Scotland users, either by raising a ticket to the suitable team or carrying out a first time fix to resolve the issue over the phone. All calls taken (both resolved by myself or another party) I would have to ensure I had taken the agreed minimum set of information for the ticket, with the minimum amount of information depending on the effected system as our client used a wide range of specialised applications.The tickets could be raised with… Show more Providing first tier support for NHS Scotland users, either by raising a ticket to the suitable team or carrying out a first time fix to resolve the issue over the phone. All calls taken (both resolved by myself or another party) I would have to ensure I had taken the agreed minimum set of information for the ticket, with the minimum amount of information depending on the effected system as our client used a wide range of specialised applications.The tickets could be raised with an internal support team or one of our third parties, if it was one of our third parties I would have to call there suitable support desk and ensure I provided all the information required for them to resolve the issue for the end user. Show less

Bachelor Of Science (Bsc), Applied Networking Technologies

Education record