Kyle Barradell Email & Phone Number

Responsibilities for a multiskilled contact centre which handles inbound, outbound and digital workstreams.Forecasting call workstreams and resource requirements, scheduling agent shifts and managing their leave or absence, planning strategies to optimise and ensure completion of tasks and attain KPI’s.Data analytics to measure performances of the contact centre as a department down to an individual agent level, reviewing analytics with stakeholders and advising over or under… Show more Responsibilities for a multiskilled contact centre which handles inbound, outbound and digital workstreams.Forecasting call workstreams and resource requirements, scheduling agent shifts and managing their leave or absence, planning strategies to optimise and ensure completion of tasks and attain KPI’s.Data analytics to measure performances of the contact centre as a department down to an individual agent level, reviewing analytics with stakeholders and advising over or under performances and how best to maintain or mitigate them as required.Liaising with associates outside of the contact centre to inform or assess changes throughout the business and using any feedback or knowledge gained to ensure the contact centre is compliant and meeting or delivering expectations. Show less

Ensuring accurate and timely data management and reporting. Responsible for collecting, analysing and organising large volumes of customer data to assist in improving the customer service operations.Assisting the Contact Centre Operations and Strategy Manager with planning, forecasting and analytics.