Philip Duffy Email & Phone Number

United Kingdom

Home Based

Solihull, England, United Kingdom

• Managing the design, development, delivery and maintenance of business supported models predominantly working in a SAS environment using SAS, SQL, MS Access and MS Excel. • Liaising with stakeholders and end users to develop a clear understanding of the requirements of model developments and aligning them with the over-arching landscape strategy, approach and standards. • Working within an Agile framework to deliver projects within dynamic deadlines whilst making active contributions to project RAID logs and escalating any issues to necessary stakeholders. • Responsible for testing of delivered code and working with end users to ensure working understanding when handing over models into production.• Ensuring compliance with changing strategies, methodology as well as regulatory changes through ongoing development and maintenance of the model landscape and any associated applications.• Providing technical expertise to the wider team to ensure that they can create specifications from stakeholder/project requirements, understanding what can and cannot be achieved operationally.• Developing and owning supporting documentation for relevant models within the Commercial model landscape, whether new or existing.• Helping to establish best practice development approaches within the team. • Creating ad-hoc reporting and datasets with short notice to enable decision making within commercial function.

Solihull

• Providing fortnightly volume orders for electricity and gas customers with a value of several £m’s per month accurately within agreed SLAs.• Carrying out extraction, manipulation and analysis of large datasets to create management information, supporting SME markets, adding value and minimising risk.• Investigating and supplying MI with supporting evidence regarding end to end processes to communicate their effectiveness, offering insight into opportunities for improvement and potential risks.• Undertaking of deep dive data analysis, to ensure relevant and accurate information showing drivers of unexpected variance where only assumptions available previously.• Working with stakeholders to ensure continuous improvement and accuracy of data supplied for downstream activities.• Maintaining key customer data used throughout the business within agreed SLA’s, liaising with IT department and stakeholders to ensure any problems were resolved quickly, providing information and testing as required.• Managing and continuing to develop models and tools used for processes across the commercial function whilst maintaining necessary documentation for succession.

Birmingham, United Kingdom

• Day to day management of the outbound dialler system across Collections, CMRT and Loyalty Retentions functions, ensuring the dialler is running at maximum efficiency.• Daily and hourly administration of dialler including maintenance of campaigns; calling lists; filters; reports; and list strategies.• Carry out campaign analysis to optimise contact rates.• Notify the management team of irregular dialler, individual and/or department statistics.• Identifies areas of weakness and recommend and implement corrective action.• Managing outbound dialling versus budgets in place, minimising costs where possible.• Optimising headcount resource to maximise outbound dialler contacts.• Proactively identifying potential performance impacts and executing changes to staffing schedules to minimise impacts• Delivery of detailed centre productivity and Management Information reports for both in-house departments and offshore outsource partners.• Delivery of detailed advisor level efficiency and compliance reports for both in-house departments and offshore outsource partners.• Administration of Collections Agent Reward Scheme.• Liaising with IT department and external suppliers to ensure any problems are resolved quickly, providing information & testing as required (in & out of hours).• Regular meetings with high profile areas of the business ensuring proactive measures are in place to deal with any issues being experienced.

Birmingham, United Kingdom

• Real time management of call flow and agent availability covering Inbound and Outbound. • Identifying areas of weakness and recommend and implement corrective action.• Optimising headcount resource to maximise inbound call answering ability and outbound dialler contacts.• Proactively identifying potential performance impacts and executing changes to staffing schedules to minimise impacts• Ensuring all BAU reporting is delivered timely and accurately• Implementing agreed dialling strategy• Administration of Collections Agent Reward Scheme.• Liaising with IT department and external suppliers to ensure any problems are resolved quickly, providing information & testing as required (in & out of hours).• Regular meetings with high profile areas of the business ensuring proactive measures are in place to deal with any issues being experienced.

Birmingham, United Kingdom

• Real time management of call flow and agent availability for Outbound. • Creation of dialler files on a daily basis• Implementing agreed dialler strategy• Ensuring all BAU reporting is delivered timely and accurately