James Hunt Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

• A SME EUC Product Analyst responsible for Windows, Office, Data Centres and VDI’s for the FCA. Due to resource constraints, I have also provided temporary relief in Service management, Architecture and Product owner.
• Product Analyst aligned to several critical projects (Windows Evergreen, Edge, O365 Backup). This required gathering of non-functional and functional requirements, creating testing scripts, reporting on results, and.
• Consultant on Teams and IVR practice, due to previous experience running Call centres. This included the FCA’s roll out of Teams.
• Liaison with the internal Software Asset Management team for EUC. This involved designing and deploying processes to the wider EUC team. This initially resolved outstanding compliance issues and is now preventing new.
• EUC lead for Capacity management. This included managing databases, backups, on campus networks and the FCA VDI estate.
• Regularly preforming exercises to optimise the FCA VDI estate. As there is always a change in demand, making sure there are available resources to create new pools of VDI’s is essential.

London, United Kingdom

• Responsible for forecasting workload and requirement for two multi-channel contact centres. Channels include Inbound/Outbound calls, Webchat, Email and Web forms
• Creation of Headcount documents, that take into account forecasted demand, attrition and shrinkages to build a recruitment profile.
• Product lead on two essential software packages, Teleopti (workforce management system) and New Voice Media (Multi Channel routing software)
• Planning and Telephony lead on a board that procured the use of an outsourced team for an ongoing service. This included making telephony routing changes and reviewing the forecasts and workforce plans to make sure.
• Responsible for a departmental technology delivery, which included a new laptop for 150+ staff and a centre wide implementation of Skype for business.
• Creation and analysis for custom IVR (intelligent voice response) systems, that are the first contact point for anybody who contacts the FCA

Colchester, United Kingdom

Harlow

• The creation and implementation of shift patterns on a national level after performing the necessary demand analysis
• Installation, testing and Training on a new workforce management platform
• Training an existing workforce on the different aspects of the planning cycle
• Creating a scheduling tool that will show the workforce in an intraday timeline view
• Regional staff reconciliation and Skill gap analysis
• Acting as a Subject Matter Expert on Resource Planning procedures and conflict management.

Chelmsford, United Kingdom

• A key part of a team that installed and maintained a new workforce management system, which provided IFDS with resourcing capabilities that were never present before.
• Responsible for the scheduling of apprenticeship meetings and webinars for a third of all investment apprentices in the UK.
• Integral in the planning of a long term (18 months) training plan to better improve agreed service levels for over 40 clients.
• Increasing the skills and abilities of existing staff on a new planning model and new workforce management system.
• Organising concurrent meetings for 150+ associates, to implement new procedures and regulations.
• Creating and Optimising shift patterns for 100+ FTE

Basildon

• Updating capacity plans, designing call profiles and reviewing staffing levels to suit the business and client’s needs.
• Preparing forecasts, creating daily schedules and warning of possible SLA failures for multiple teams.
• Analysing SLA failures and communicating the reason to the appropriate level.
• Running, maintaining and updating a power dialling system for several clients with multiple campaigns.