Joel Murray Email & Phone Number

South East Asia

In my present capacity, I grow the value for both the customer and the firm by reviewing the customer demands, scoping the technical solution needed to meet them, and recommending solutions. I also develop strong relationships by connecting prospective clients’ needs to solutions.Additionally, I manage a wide spectrum of activities, such as driving SE Asia consulting practices, focusing SE Asia pre-sales support, and chairing the Host Regional User Forums and webinars.Furthermore, I devise and effectuate new strategic plans and policies to realize the visions, including creating clear goals and understanding customer expectations for a great experience.

South East Asia

Whilst a Business Consultant, my main focus has been successful integration of the Software and Solution within existing Business framework for my customers. Successful implementations across the region involve Effective Training delivery and Perspective Change Management.I also manage a team of like minded consultants and guide them through similar engagements across SE Asia region.

As Manager – Operations Planning, I handle the real-time management, SLAs, shift transitions, seat utilization, shrinkage utilization, scheduling & staffing adherence, intraday performance analysis, and alerts. I also safeguarded the firm by preparing disaster-level plans, revising and invoking the disaster management actions.My other job duties include the following: Administered the IVR flows, testing and deploying effective changes for existing and new requirements. Managed the WFM practice for the Irish business, including (Workforce monitoring and Management Solutions: Aspect Telephony, Aspect eWFM), Intraday reports, day-end reports, MTD trending & alerts to internal stakeholders, revenue & performance reports, weekly/monthly/quarterly summaries, and Performance Analytics.My career highlights include the following: Optimized the operating costs model for the centre, effectively reducing overall expenditure by 20% while maintaining a level of service. Closely worked with the key operations stakeholders within the ranges of 5% - 15% improvement in performance by executing successful initiatives for enhancing the basic metrics like occupancy, abandon rates and repeat call rates Slashed down the manual report generation efforts by 50% and data lag of 24 hours down to 2 hours by improving the reporting capabilities.

Mumbai, Maharashtra, India

Confirmed a COPC Certified WFM practice in the 2 Core Delivery Centers. Increased productivity by 50% through MIS automation and created a homegrown solution to deliver automated reports and alerts. Established and executed a WFM and analytics practice in several new markets as the company grew and expanded (5 in total) Led the implementation of WFM tools for greater WFM tracking and performance, resulting in productivity boost in operations ranging between 2% - 10%

Mumbai, Maharashtra, India

My career highlights include the following: Received an award for holding the highest consistent Quality score on the floor for the last quarter of 2001. Tiered in the top 30 Performers of the floor 6 times and awarded consistent performer of the Third Quarter 2001. Associated with the decor for special events on the floor and acted as an active member of the creative committee. Provided leadership to a team of 22 Team Members in operations. Assisted in expanding a newly formed WFM practice to 3 locations. Supported the presentation and execution of WFM solutions within the organization to cover 11 processes Saved ~$200K by engaging in several 6 Sigma projects with operations and led one of my projects

Freelance market research

Bcom, Business Management

Hsc, Commerce

Ssc, Language, Social Sciences, Science And Math