Scott Budding Email & Phone Number

Bristol, England, United Kingdom

Feel very blessed to be overseeing a team of high-calibre and high-performing Sales Engineers at Calabrio across Europe.Continuing to work myself with commercial teams on finding the right solutions for prospective clients to meet their requirements, demonstrating how Calabrio solutions deliver against specific use cases and supporting with building a business case. Doing so whilst working with the wider team to improve what we do and how we do it.A role that continues to provide me with opportunities to work with marketing, valued business partners and other bodies (attending events where I have the opportunity to demonstrate thought leadership).

Helping organisations to understand how the Calabrio One suite can transform their business through the creation of more brand ambassadors, improved employee & customer experiences, My responsibilities include, but are not limited to:- Presales support, qualification and return on investment- Subject Matter Expert for Calabrio One presales activities- Provide RFI and RFP responses- Helping organisations to deliver best practice WFO configurations- Demonstrating thought leadership (and sharing knowledge) through activities/events with the likes of The Forum & CCMA

United Kingdom

16 months spent at Sabio, looking after all things WFO/WEM. I worked on strong, high-value propositions for Sabio. The content and tools created enabled those internally to be successful when taking WFO/WEM products and services to market.When not creating/managing propositions, I would look to demonstrate great thought leadership, working with the likes of the CCMA & The Forum, as well as representing Sabio at our own events and those of our partners. I would work closely with marketing and also support the business on a number of strategic, high-value opportunities. Lastly, as part of a product team, I was something of a gatekeeper for new products to be introduced to portfolio. I spent a lot of time looking at the market and identifying products/vendors which filled gaps and/or complimented what was already in portfolio. Work which could/should make a significant (positive) business impact.

London, United Kingdom / Homeworker

From July 2017 I worked as Workforce & Process Optimisation Manager. I was responsible for overseeing delivery of services in regards to Quality Management, Interaction Analytics, Workforce Management and Robotic Process Automation. I had a responsibility to find ways to do more new business within each of these as well as delivering more training and consultancy to our existing customer base. I managed a skilled team of consultants who assisted with pre-sales and post-sales activity within Workforce & Process Optimisation.

London, United Kingdom / Homeworker

I am assigned to new customers to help with the deployment of WFM Software. . I have a real passion for WFM/WFO and I am keen to help others feel the benefits of products such as Teleopti WFM. It is my aim to help organisations to implement such products in a timely manner and to efficiently deliver any training to resource planners so that they are able to maximize the benefits of their software that they have invested in.The ongoing consultancy work I do is a very important part of my job as once the initial implementation is complete I take responsibility to ensure our customers are making the most of the tool(s) available to them and offer insight where needed. With most deployments functionality is often held back, with a "big bang approach" not seen as best practice, so I want to ensure that our customers do introduce further functionality/benefits when the time is right.I also play an active role in the pre-sales process and actively look to demonstrate to potential customers the benefits that WFM can bring.Responsibilities included:* Responding to RFI's, RFP's & Tenders.* Conducting Operational Assessments.* Calculating ROI for potential customers - building a business case.* Speaking at Forum / Planning events.* Training & Consultancy

Duties/Responsibilities include:• Producing long term and short term forecasts and taking responsibility for service predictions within the contact centre.• Providing analysis and insight into volume drivers and contact history showing a good understanding of results in order to support the on-going improvements in forecasting outputs and accuracy. I am responsible for performance analysis, demonstrating forecasting accuracy and understanding of demand drivers.• Monitor shrinkage levels and I am able to quantify types of shrinkage such as annual leave, system issues, training requirements etc. across the year. I am accountable for spend against allocated budget. Always able to show ‘’where money is spent’’ and provide evidence of reasons for overspend should one occur.• Provide new and creative analysis using WFM technology and Excel.• Developed and maintained strong working relationships with peers and stakeholders across business units.• Management of scheduling annual leave, 121s, training (such as safeguarding and Information Governance), coaching and all other off-phone tasks.• To achieve KPIs such as Call Loss and PCA (Percentage Call Answered – within service level, 15 seconds).• Responsible for intra-day staffing ensuring operations run smoothly. • Creating contracts/shift patterns when recruiting.• Producing reports such as overtime reports used for payroll and absence reports for updates to Human Resources.• Training new staff members on how to use WFM Software.• Work in conjunction with our Business Development Manager in order to obtain new business and bring cost savings to our centre.

Middle management position - main responsibility was to support the business by assisting clinic around the country as well as the team of agents within the call centre.