Paul Dubarry Email & Phone Number

United Kingdom

Swindon, England, United Kingdom

Gloucester, United Kingdom

• Lead Forecasting, Resource Planning, Real-Time Management, Capacity Planning, Reporting, Knowledge Base and Customer Satisfaction functions in a global environment.
• Initiated and led a seat optimisation project that reduced annual staffing costs by $12.5m.
• Implemented and managed a successful global multi-channel Customer Satisfaction program.
• Replaced various regional ACD solutions into a single, skills based global telephony platform.
• Redesigned the company’s complex IVR into a customer centric, low effort variant.
• Developed reporting from Excel based spreadsheets to being fully automated using Tableau and Python coding.

Gloucester, United Kingdom

• Managed a Forecast and Planning team with members based initially in the UK, the Philippines and India.
• Changed various WfM processes including annual leave, shrinkages, and schedule adherence to improve service levels by 12% and improve efficiencies from 45% to 68% productivity.
• Improved communication by implementing short-, medium- and long-term planning meetings with various management levels.
• Implemented monthly meetings with HR, Training and Contact Centre Heads to make recommendations on recruitment and cross-skill training based on our Long-Term Plan outputs.
• Created a successful proposal to expand F&P responsibilities into the US, which lead to additional staff based in 4 different States.
• Scheduling up to 1000 FTE, based in 8 countries, 14 languages and 9 different time zones.

Swindon, United Kingdom

• Responsible for creating high level requirements, benefit and business cases for telephony related projects.
• Leading vendor engagement in companies such as; Verint, IP Integration, Voicesage, Unify, Speechstorm and Netcall.
• Using experience and knowledge to increase project delivery and reduce costs.
• Often referred to as subject matter expert on a variety of contact centre technologies.
• Instrumental in driving the internal advancements in technology with in Thames to match if not surpass the competition.
• Initiate and lead projects through the early stages upon finding operational efficiencies through root cause analysis.

Swindon, United Kingdom

• Leading the Planning & Real Time department which produce schedules and maintenance for 350 fte onsite and manage 150 fte within our UK Outsourcer, achieving year on year improvements on key KPI’s such as Abandon call.
• Production of long term resourcing plans/budgets including recommended actions on recruitment, outsourcing, shrinkage and training - helping support a year on year budget reduction of 10%.
• Providing the Leadership that has led to being recognised as a Best Practise team by Gallup in an international survey on employee engagement for three consecutive years, combined with being short listed in the.
• Played a key role in the implementation of Impact 360 v10.4 WFM working with internal IS project teams and external suppliers (Sabio) – on time and on budget, delivering scheduling improvements and a 1.5% reduction in.
• Project managing the implementation of Impact 360 v11.1 WFM working with internal IS project teams, Communications and external suppliers (Verint and Unify) – Full roll out due to take place by mid-November 2014.
• Playing a key role in the implementation of the Unify IPCC telephony platform (replacing Cisco IPCC). Ensuring IVR, self-service, MI and call scripts are fit for purpose to deliver increased Customer Satisfaction and.

Swindon, United Kingdom

Swindon, United Kingdom