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John Bosomworth is listed as Contact Centre - Technical Specialist (Contract) at ACC New Zealand, a company with 1974 employees, based in Wellington, New Zealand, New Zealand. AeroLeads shows a work email signal at wfoconsulting.co.nz and a matched LinkedIn profile for John Bosomworth.
John Bosomworth previously worked as Technical Specialist at Acc New Zealand and Independent Contact Centre Consultant (Director) at Wfo Consulting. John Bosomworth holds Phd, Media Sociology from The University Of Waikato.
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I am an experienced professional with over 20 years’ experience in contact centre transformation across a range of industry sectors, functions and business contexts.My background includes both operational and consulting roles in some of New Zealand’s largest organisations spanning utilities, financial services, telecommunications, and government (local and national). My work has involved the design, planning and implementation of business and technology change across a wide spectrum of contact centre functions.I bring a deep understanding of contact centre operations across all facets of people, process and technologies, with a proven ability to transform problems into solutions. As a safe, trusted pair of hands, I bring value to clients through well designed and implemented solutions and change programmes. With an approach designed to take the complexity out of the equation and make it straightforward, I create a clear blueprint for success. My value proposition is being able to effectively bridge the gap between business, IT and vendors to ensure that everyone is on the same page and heading in the same direction to deliver a successful outcome.
Listed skills include Ivr, Call Centers, Workforce Management, Telecommunications, and 40 others.
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A career timeline built from the work history available for this profile.
Wellington, Wellington Region, New Zealand
Bringing technical expertise and best practice design principles to a significant contact centre upgrade project for ACC. - Developed the detailed requirements for ACC's transition from multiple legacy platforms (Genesys Engage, MS Teams, Skype for Business) to Genesys Cloud - Led the design and testing of the solution across multiple business units.
Wellington & Wairarapa, New Zealand
WFO Consulting provides professional consulting services in the areas of Customer Service Strategy, Channel Strategy, Contact Centre Operating Model Design, Call Routing Design, IVR Design, CTI, Workforce Management, Data Analysis, Interpretation and Reporting.Clients and Projects include: - ACC: Migration of 2700 users from multiople legacy platforms.
Wellington, Wellington Region, New Zealand
Contracted to develop a strategic road-map for PAE's Contact Centre transformation project. This included:- Current state assessment- Proposed future state operating model- Technology recommendations - Requirements definitionSubsequently engaged to assist with design, testing and implementation of the AWS Connect solution.
Wellington & Wairarapa, New Zealand
Contracted role with overall responsibility for technical management of Kiwibank's Contact Centre and Corporate voice channels. Key achievements include:- Managing Kiwibank's IVR Phone Banking through a switch of credit card provider.- Design, build, test and implementation of a new call queueing strategy to align with Kiwibank's Learning Pathways skill.
Wellington & Wairarapa, New Zealand
Development and delivery of a future proof Voice Channel Strategy for NZRB covering three core business areas: - Self Service IVR - Contact Centre - Corporate Voice
Auckland, New Zealand
Review of Westpac's Workforce Management operation with a focus on identifying immediate opportunities to improve service level performance and also medium and longer term opportunities to deliver greater value across stakeholder groups.
Wellington & Wairarapa, New Zealand
Subject matter expert and lead business architect for Contact's Hosted Contact Centre Replacement project. Responsible for defining the requirements and design of the overall business outcomes including IVR Call Flows, system integrations, Skill Groups, Call Types, Reporting, Workforce Management and BCP/DR.
Wellington & Wairarapa, New Zealand
Lead design consultant for the upgrade of Kiwibank's voice channel solution (Cisco UCCE 8.5 to 11.5). Responsible for the design, test and implementation of the Cisco Finesse Agent Desktop to 500 users across multiple business units and sites.
Wellington & Wairarapa, New Zealand
Lead Consultant for Contact Centre Tower of TaaS deployment to MBIE, with responsibility for overall design of Voice Channel:+ Design of the default routing strategy+ Introduction of a standardised customer experience across 45 queues+ Migration Planning across 5 sites+ Stakeholder Engagement+ Identification of process improvements
Wellington & Wairarapa, New Zealand
Led the design and implementation of Kiwibank’s Virtual Agent Contact Centre solution, delivering IVR Open Speech Navigation, Precision Call Routing and CTI integration across Kiwibank’s inbound Contact Centre.Virtual Agent involved a complete re-design of the inbound voice channel and resulted a step-change in both customer experience and contact centre.
Christchurch
Provided on-going consulting services to the Christchurch City Council's Customer Services Contact Centre, including: + Schedule Optimisation + Reporting Design + Review of WFM Roles & Responsibilities + Recruitment of Specialist WFM Analyst +Future State Operating Model Design
Lower Hutt, New Zealand
Senior Technical Consultant managing the integration of Contact's IVR and Call Centre Telephony platform with SAP. Responsibilities include: + Documenting current state + IVR analysis – usage statistics, error rates, route path analysis + Documenting functional and non-functional requirements + Documenting functional specifications + Detailed design of IVR.
Sydney, Australia
Contact Centre Consolidation Strategy Design - OnePath had identified a target end-state for it's Contact Centre operation and required strategy advice on the transition pathway over the next 4 years.+ Current State Analysis+ Resource modelling+ Development of key transitional stages+ High-level project plan
Wellington & Wairarapa, New Zealand
Review of Kiwibank's IVR and Call Routing Scripts+ Review of current-state + Risk and issue analysis+ Best practice recommendations+ Remediation work plan
Wellington, New Zealand
Workforce management stream lead for the Contact Centre for NZS (New Zealand Simplification) project: + Development of recruitment plan for 80 fixed term staff. + Project lead for in-sourcing 40 short-term temps + Response modeling and forecast preparations for multiple customer communications + Development of overall Contact Centre training schedule – 650.
Contracted for 10 months to lead, mentor and develop the ANZ Contact Centre Workforce Management Team.
Lead consultant on a number of contact centre technology projects, including Hosted Contact Centre (VoIP) rollout and IVR re-design
Other employees you can reach at acc.co.nz. View company contacts for 1974 employees →
Joe Sio
Colleague at Acc New Zealand
Auckland, Auckland, New Zealand, New Zealand
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MR
Mahmoud Ryan
Colleague at Acc New Zealand
Lebanon, Lebanon
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SW
Suzanne Wright
Colleague at Acc New Zealand
Canterbury, New Zealand, New Zealand
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SC
Samantha Clark
Colleague at Acc New Zealand
New Zealand, New Zealand
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TM
Tracy Mayall
Colleague at Acc New Zealand
Wellington, Wellington, New Zealand, New Zealand
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SL
Samantha Leigh Rameka
Colleague at Acc New Zealand
Northland, New Zealand, New Zealand
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PV
Poornima Vithana
Colleague at Acc New Zealand
Wellington, Wellington, New Zealand, New Zealand
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KM
Kim Maude
Colleague at Acc New Zealand
Gladstone, Wellington, New Zealand, New Zealand
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LS
Lauren Scoon
Colleague at Acc New Zealand
Wellington, Wellington, New Zealand, New Zealand
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JM
Janson Maharaj
Colleague at Acc New Zealand
New Zealand, New Zealand
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Quick answers generated from the profile data available on this page.
John Bosomworth works for ACC New Zealand.
John Bosomworth is listed as Contact Centre - Technical Specialist (Contract) at ACC New Zealand.
AeroLeads has found 1 work email signal at @wfoconsulting.co.nz for John Bosomworth at ACC New Zealand.
John Bosomworth is based in Wellington, New Zealand, New Zealand while working with ACC New Zealand.
John Bosomworth has worked for Acc New Zealand, Wfo Consulting, Pae, Kiwibank, and New Zealand Racing Board.
John Bosomworth's colleagues at ACC New Zealand include Joe Sio, Mahmoud Ryan, Suzanne Wright, Samantha Clark, and Tracy Mayall.
You can use AeroLeads to view verified contact signals for John Bosomworth at ACC New Zealand, including work email, phone, and LinkedIn data when available.
John Bosomworth holds Phd, Media Sociology from The University Of Waikato.
John Bosomworth is listed with skills including Ivr, Call Centers, Workforce Management, Telecommunications, Stakeholder Management, Business Analysis, Business Process Improvement, and Change Management.
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