Kevin Wright Email & Phone Number

Sunderland, England, United Kingdom

Sunderland, England, United Kingdom

Sunderland, United Kingdom

Sunderland, United Kingdom

•Introduced processes and systems to utilise the newly installed Avaya dialling system;•Managing several different types of campaigns through the dialler, including; Retention campaigns, Cold calling, Sales calls and appointment confirmation;•Sourcing and maintaining the integrity of the data; •Designing campaigns to fit the specific business requirements; •Ensure compliance with the latest regulations involving diallers and outbound calling campaigns, including OFCOM and the Data Protection Act; •Setting up compliance reporting and testing regimes;•Using live monitoring and historical reporting of, campaigns and agent productivity, to manage the continuity of performance and maximise productivity; •Building, publishing and analysing reports for campaigns and agents for the wider business;•Working closely with other departments and levels of Management, including the outbound teams, the telephony department and campaign managers; •The set up and running of a planning team;•Managing the contact centre MI team;•Managing a team of outbound agents running a campaign for an external client:

•Monitoring and running a Concerto blended predictive dialler system for the Sales department, in conjunction with the dialler manager, •Balancing the inbound and outbound calls to meet service levels. •Taking on responsibilities for MIS, continuity of business, staffing and shift planning and information security.

Education record

Bachelor Of Arts (Ba), Communication And Media Studies