Jonathan Burt Email & Phone Number

Milton Keynes, England, United Kingdom

Milton Keynes, United Kingdom

Milton Keynes, United Kingdom

The remit of this role is to manage telephony systems and resources to deliver agreed service levels across all telephony business areas along with incident investigation, support, resolution and reporting. Responsibilities include:- Real-Time monitoring of contact centres to ensure optimization of resource.- KPI analysis including AHT, ASA and Service level performance.- Real-Time queue & adherence management.- Real-Time communication and reporting to stakeholders.- 1st line incident investigation, tracking, resolution and reporting.- Administrative changes and audit's of telephony and email systems.- Real-Time call routing changes including changes to overflows, skills and VDN's.

Milton Keynes, United Kingdom

The remit of this role is to manage telephony resource to deliver an agreed service level. Responsibilities included:- Intra-day resource management, and reporting to senior management.- Remove any constraints that put success at risk.- Identifying and sharing best practice client/customer service across the team.- Identify changes to improve efficiency and effectiveness.- Understanding and adhering to relevant regulatory and legislative requirements.- Analysing data, ensuring accuracy and challenging where appropriate.- Managing stakeholder expectations around data management and the customer experience.- Responding to information requirements within Service Level Agreement (SLA) standards.- Developing milestone plans to help monitor activities and targets.

Milton Keynes, United Kingdom

The Remit of this role was to provide effective real time management of resources and produce highly efficient staffing schedules to meet and exceed the client’s requirements. Responsibilities included:- Working alongside forecasting teams to ensure schedules are built against accurate forecasted requirements taking in to account all categories of shrinkage including sickness, attrition and annual leave.- Analysing, planning, building and implementing new shift rotations.- Identifying where improvements can be made to boost efficiency and effectiveness.- Attending Weekly KPI meetings.- Analysing data and producing reports on an ad-hoc basis.- Stakeholder management, working closely with the operation management setting expectations for performance and lead times for implementation of scheduling changes.- Reporting on agent schedule, performance and exception activity on an intra-day, weekly and monthly basis.- End to end holiday system, from implementation to requests and allowances.