Ryan Mullin Email & Phone Number

Londonderry, Northern Ireland, United Kingdom

Germany

Workday Solution ArchitectFunctional Areas Include:HCM, Absence, Time Tracking, Recruitment, Compensation, Advanced Compensation & Benefits.

Spain

Workday Solution ArchitectFunctional Areas Include:HCM, Absence, Time Tracking, Compensation & Benefits.

Project manager & solutions architect for absence time tracking & UK payroll.

Derry

Workday Absence & Time Tracking Customer LeadThe role of MI analyst within Convergys is to create or support the creation of business requirements, reports, goals and objectives of projects from inception to completion. The role predominantly involved the manipulation of data through various formats (Microsoft Excel / Access) for reporting purposes, using analytic abilities to evaluate and drive improvement within the business. The MI analyst will create, develop and distribute reports to the client/operations in line with KPI’s and SLA’s; being used as part of performance management programs. The MI analyst manages two notepad analysts and works as a team to provide accurate reporting.

The role of UK Resource Planner is management of the WFM (Work force management function) across multiple sites in Derry, Belfast and Cardiff. A team of 10 Resource Analysts report directly to the UK Resource Planner. The role predominantly involved the manipulation of data through various formats (Microsoft Excel / Access) for reporting purposes. These (daily, weekly, and monthly) reports would be distributed to clients/local, operational level in line with KPI’s and SLA’s; being used as part of performance management programs. Accuracy of information and good time management were essential within this role in order to ensure that reports were circulated in a timely fashion without errors. Communication was also vital to avoid replication of work within the department

The role of Resource Analyst encompassed both Resource Planning and Data Analysis elements and was based within the Derry contact centre. This predominantly involved the production of weekly staffing projections using intraday facilities and the use of relevant shrinkage levels, as well as the managing and variation of shift patterns in accordance with this in order to facilitate efficient delivery based on the client's requirements. This was aided through keeping headcount's constantly up-to-date and regularly monitoring shrinkage and overtime requirements. Furthermore, real-time management of employees was imperative, as well as monitoring adherence, the art of scheduling employees (taking into account various employment laws and VDU regulations), and the provision and fair distribution of Annual Leave through the use of Workforce Management tools such as IEX Totalview and CC Pulse.

Working within a target-driven, fast-paced environment my main duty was to assist customers in any way possible with technical and billing issues. Self-motivation, patience and an excellent telephone manner were required within this role; with the main emphasis focusing around customer resolution, satisfaction, and service. Furthermore to this, I had been the designated floorwalker for my team and regularly stood in when my Team Leader was absent, as well as working as part of a resolutions team; solving problems that had left fellow team members with no alternative.