Jonathan Pritchard Email & Phone Number

Almondsbury, Bristol

• Optimizing Outbound channels through Dialler and Customer contact strategies
• Responsible for planning, management and strategy of CLS Outbound Dialler Campaigns.
• Planned and established alongside the Head of Probate Advisory; FTE requirements and capacity planning for outbound calling using the Dialler system, to ensure effective response to lead volumes.
• Accountable for ownership, management and change process around Avaya Dialler and associated architecture.
• Designed… Show more Optimizing Outbound channels through Dialler and Customer contact strategies
• Designed campaign contact projects

Bristol, United Kingdom

• Responsible for planning, management and strategy of RAC Outbound dialler Campaigns.
• Planned, built, and implemented all outbound campaigns from a dialler management perspective since 2012, pushing RPC and termination rates to consistently deliver against business KPI’s.
• Accountable for ownership, management and change process around Rostrvm Dialler and associated architecture.
• Designed campaign contact projects
• Managed existing campaigns over multiple business… Show more
• Managed existing campaigns over multiple business sites

Bristol, United Kingdom

• Responsible for planning, management and Strategy of RAC Outbound dialler Campaigns.
• Accountable for ownership, management and change process around Rostrvm Dialler and associated architecture.
• Cisco AW administration, scripting and configuration. Administration of Inova Wallboards
• Designed and built Individal Membership IVRs, queues and configuration on Cisco IP Telephony platform for the RAC Contact Centre in Bristol.
• Continual assessment of telephony performance and… Show more
• Continual assessment of telephony performance and monitoring of efficiency.

Bristol, United Kingdom

• Created dialler files, loading of lists, delivered statistics and reports.
• Skills and experience with both Aspect and Rostrvm diallers.
• Planning and building dialler campaign scripts.
• Responsible for ensuring dialler performance and agent productivity were being maximised.
• Supported Contact Centre in achieving Outbound Telephony SLA's.
• Ensured OfCom compliance. Implemented 2006 Ofcom changes to Rostrvm system

Bristol, United Kingdom

• Developed, engaged and motivated an outbound sales team to meet and exceed targets.
• Managed, developed and motivated my team to achieve their objectives.
• Managed the performance of all team members, identifying training and development needs.
• Daily adhoc coaching, 121’s and personal development plans.
• Creation of hour by hour management information reports.

Bachelor’S Degree, Applied Science

Education record

● 2012/Q3: Inova Wallboard Scripting and Administration ● 2011/Q2: Cisco ICM – Call Manager / Scripting Training ● 2009/Q1: Aspect.

A Levels, Chemistry, Biology, Maths

Education record