Joshua Bell Email and Phone Number

Partner with Service Line Directors and Practice Heads to manage resourcing, handle escalations and prioritise staff needs. Track and monitor staff utilisation and initiate corrective action to optimise productivity and minimise downtime. Oversee staff availability and work with the recruitment ream to meet demand for new hires. Contribute to overall success of the Delivery function by delivering high-quality support and fostering a positive work environment. Collaborate with the team to agree on resource plans and strategies for approved bids. Help practices develop and implement short, medium & long term staffing strategies including upskilling plans. Drive operational excellence by managing regular rhythm activities such as daily, weekly, monthly and quarterly reporting aswell as tracking performance. Oversee operational processes within the service line and enforce compliance with month-end closure procedures. Build and maintaining strong relationships with internal teams such as recruitment, finance & HR.Tackle ad-hoc projects as needed to ensure the seamless running of the operation,

Real Time Management for front office operations for circa 100 FTE. Including telephony, back office functions aswell as account management. Providing short and long term forecasting to various key stakeholders throughout the business. Managing all holidays for front office, back office aswell as middle management. Weekly meetings with account management to understand clients needs and requirements to provide best possible customer service. Provide all MI for the contact centre in order for team managers/HOD’s to manage agents performance, to improve efficiencies aswell as review productivity. Provide Global KPI stats for various key stakeholders to review monthly performance.

Real Time Planning for various departments within Parkdean Resorts for circa 100 FTE.Providing accurate short term forecasting, analysis and recommendations to key stakeholders to achieve required business/customers needs.Reviewing all flexi working requests within the contact centre, providing in depth reviews to ensure both advisor and business requirements are met.Managing all holidays for the contact centre, both front office and back office whilst efficiently running front office operations.

Resource Planning for various departments within Worldpay contact centre circa 200 advisors. Providing short term forecasts to key stakeholders.Creating, implementing and maintaining Verint 15.2 for circa 600 employees. Including creating work shifts and work rotations, providing training to advisors aswell as management and Head of DepartmentsLiaising with operation managers and HOD in regards to past and present performance aswell as forecasted future performance. Discuss training plans, call volumes and forecasted trends. Planning regulatory training, planning shrinkage aswell as planning for future dated events. Communication with wider planning team including forecasting, back office planning and real time planning to achieve service levels whilst maintaining wellbeing and morale.

Providing accurate short term forecasting, analysis and recommendations to key stakeholders to achieve required business/customers needs.Point of contact for managers, directors & Head of Departments to implement change, analyse and identify data/forecasting to improve business needs.Working closely with Customer Managers and analysts to review processes and improve service levels where possible.Providing extensive updates to all areas of the business with performance and outlooks going forward.Extensive knowledge of Verint

Providing real-time support General Insurance, Collection & Recoveries and Credit Cards to improve service and maintain business needs. Ensuring service levels are met/exceeded where possible.Analysis of schedule fit and making key decisions regarding resource deploymentWorking closely with Operational Managers and Heads of Departments, providing solutions and recommendations to achieve the right balance of staff requirements and business needs.Maintaining and updating related Telephony and Workforce management tools.Identifying cost reduction initiatives and supporting project deliverables, advocating change and continuous improvement. Mainly to improve customer journey without having major cost implications.Analysis of Customer Service operation performance against KPIs and SLAs, identifying causes of service failures to support implementation of appropriate remedial actions.Management of the Customer Impact assessment for incidents and events. Reporting to operation managers and head of sites to find the issues/errors and to prevent further issues escalating.Providing impact assessment when things don't go to plan and recommend remedial actions. Post day analysis reports sending to major stakeholders/managers providing insight into issues and enforce future guidelines to ensure issues do not arise again.Supporting our colleague promise by effective scheduling and rescheduling, where needed. Allowing the business to maintain levels of support when it's most required due to customer demand.

First point of contact for customers and insurance companies.DPA, FSA & FOS knowledge aswell as use of CDL & Nautilus Systems Authorising Renewals and processing payments Working with several business improvement analysts to produce new guides/processes to continuously improve customer service Providing webchat support to motor and home customers, improving customer journey whilst maintaining a professional manner. This included calling customers and dealing with customer complaints on behalf of the business.Providing team leader cover when required, which included managing the team, taking coaching sessions, dealing with complaints aswell as providing support for other colleagues.

Telephone support for executive loss adjusters, providing assistance where possible including booking appointments, creating reports and visiting properties.Point of contact for policyholders, broker and insurers. Providing real-time reports, analysing key factors and providing solutions to key errors.File activity and support - processing payments, appointing suppliers and specialists to mitigate damage.Specialising in Escape of Oil claims, processing reports on the EOF incidents and reviewing surveyor's analysis.Authorising insurance company reports • General administration activities