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 roles.•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 creating training material when required.•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 issues arising.•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.•Liaising with Microsoft and other third-party vendors for regular reviews of service and arranging training that will be beneficial to the FCA.•Implementation of new software on the estate. This includes initial requirements gathering, running testing, reporting on results, and performing training if required.•Creation of regular reporting that is used by senior management. This includes asset management reporting for a laptop and phone refresh within the FCA.•EUC finance lead for the FCA’S CSP and ESA contracts with Microsoft. This involves working with our finance and purchasing teams, forecasting usage of Microsoft products and the raising/maintaining of purchase orders.

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 they align with expectations/costs.• 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• Oversight on physical technology in the contact centre (wallboards, headsets etc.), which includes procurement, testing and training.• Planning lead on a team that organised an office relocation for 200+ people• Analysis of attrition, leave and sickness, to help increase the accuracy of our workforce planning.• Point of contact for system outages for the contact centre and telephony/planning lead on our business continuity team.• Mentoring two junior members of the team on planning practices and operational management.• Responsible for suggesting and building a process/system, that allows for 24-hour escalation of economy critical situations.• Creation of yearly budget packs for departmental directors.• Oversight/training on new work forecasts for legislative/system changes• Creating and delivering training to our team leaders on operational management and resource planning topics.

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.• Chairing meetings, detailing future potential issues/current challenges with the directors of Nursing and Operations.

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.