Leon Bateman Email & Phone Number

United Kingdom

Workforce management and business process consulting.

Providing contact centre consultancy for Genesys WFO, Genesys reporting and Genesys iWD solutions.

Uk

Providing contact centre consultancy for Genesys WFO, Genesys reporting and Genesys iWD solutions.

Uk & Ireland

As the main interface between Professional Services and the partner / customer, this role looked to manage customer expectations, develop a solution delivery plan including the relevant risk mitigation strategies and resolve the issues that may impact the success of the project during the pre-sales phase.In this role the primary responsibilities included (but were not limited to): - Lead planning and implementation of projects including participation in the design and /or testing… Show more As the main interface between Professional Services and the partner / customer, this role looked to manage customer expectations, develop a solution delivery plan including the relevant risk mitigation strategies and resolve the issues that may impact the success of the project during the pre-sales phase.In this role the primary responsibilities included (but were not limited to): - Lead planning and implementation of projects including participation in the design and /or testing phases - Providing content knowledge for multiple Genesys practices and solution areas - Managing project budgets and resource allocation. - Involved in Budgetary Estimates and Statement of Work preparation - Aligning with contract resources and driving purchase orders, price quotes, and contractual materials - Implementing change management processes throughout the project lifespan - Following defined and agreed upon PS Operational processes, methodologies and guidelines. - Identifying additional sales opportunities resulting from engagement work. - Achieving profitability goals by providing high quality and efficient delivered services - Working with assigned teams to help forecast and achieve delivered order objectives on a quarterly basis Show less

Emea

Solutions deployed: - Genesys Workforce Management - Genesys Infomart - WFM GPlus adapters.This position required a good level of team-work and the ability to relate well with Customers and Partners; ultimately, the position required the ability to work on complex projects, making key decisions alongside the key stakeholders.The primary responsibilities for this role include (but are not limited to): - Participate in complex software solutions implementation… Show more Solutions deployed: - Genesys Workforce Management - Genesys Infomart - WFM GPlus adapters.This position required a good level of team-work and the ability to relate well with Customers and Partners; ultimately, the position required the ability to work on complex projects, making key decisions alongside the key stakeholders.The primary responsibilities for this role include (but are not limited to): - Participate in complex software solutions implementation projects on all stages of the classic project lifecycle - Business requirements specification and analysis - Technical design specification - Implementation and Integration of the solution - Test Plan development and Testing Show less

United Kingdom

Positions held in order of tenure: - Contact Centre advisor - Mobile services helpdesk advisor - Special project advisor - Contact centre systems coordinator - Real-time & Systems coordinator - Real-time & Systems Senior coordinator (Management Role)The last three positions held at T-Mobile UK were within contact centre operations and included responsibility for: - Avaya routing changes - Genesys routing, reporting and system administration - Change… Show more Positions held in order of tenure: - Contact Centre advisor - Mobile services helpdesk advisor - Special project advisor - Contact centre systems coordinator - Real-time & Systems coordinator - Real-time & Systems Senior coordinator (Management Role)The last three positions held at T-Mobile UK were within contact centre operations and included responsibility for: - Avaya routing changes - Genesys routing, reporting and system administration - Change management assessment of contact centre impacting projects - Administration of the company’s workforce management systems. (Totalview and Genesys WFM) - Migration from Totalview to Genesys WFM Show less