Thomas Bohan Email & Phone Number

Dublin 2, IE

• As Reporting & WFM Mgr I am responsible for all reporting for Facebook Dublin operation in Accenture. I am responsible for our WFM and BI teams to produce accurate reporting and provide analysis to help improve our.
• Working with and monitoring of the reporting information, thorough analysis of background figures for compilation of reports.
• Complete familiarity with, and Knowledge of the SLA’s between Accenture and the Client and ensuring that all reporting is recorded and communicated to all relevant parties.
• Liaising with the Client Team Manager’s and Teams within Accenture and also with the Client to ensure satisfactory reporting figures within agreed deadlines.
• Preparation of presentation material and statistics where necessary for the purpose of meetings (daily control boards, QBR, Strategy Meetings etc.)
• Compilation and distribution of weekly/periodic reports to the Ops teams and Client Team Manager on key metrics for the purposes of efficiency, planning and control.

Baden-Baden, DE

• As WFM/MI lead I am responsible for all reporting within our Google Customer Service operation in Arvato. My main objective is to ensure that the team are capable of producing reports/forecasts etc of a high standard.
• Working with and monitoring of the reporting information, thorough analysis of background figures for compilation of reports.
• Complete familiarity with, and Knowledge of the Service Level Agreement between arvato finance services Ltd. and the Client and ensuring that all reporting is recorded and communicated to all relevant parties.
• Liaising with the Client Team Manager’s and Teams within arvato finance services Ltd. and also with the Client to ensure satisfactory reporting figures within agreed deadlines.
• Preparation of presentation material and statistics where necessary for the purpose of meetings (daily control boards, QBR, Strategy Meetings etc.)
• Compilation and distribution of weekly/periodic reports to the Ops teams and Client Team Manager on key metrics for the purposes of efficiency, planning and control.

• Financial Reporting AnalystBusiness Management Team, IBRC Duties:
• Responsible for designing specs and delivery of new reports and reporting tools to the Recovery Section of IBRC.
• Manage all reporting packs for various departments throughout IBRC in Ireland, Europe and the USA.
• Update KPIs for the Board, Directors and Senior Managers throughout IBRC.
• Liaising with various departments on Compliance and Regulatory reporting e.g. HR for headcount and Payroll.
• As the main contact between department and Development teams my duty was to manage relationship with our BI partners in delivering reports in a required time and quality.

St Johns Road West, Dublin 8, IE

• Duties:
• Responsible for all reporting throughout customer care, Hyperion reports from Genesys systems (CC Analyser, Datamart, Infomart, CCPulse). Also MIS reports from Intec Billing system also through Hyperion. And reports.
• Co-ordinated with all departments in Customer care and outsource partner to ensure all report requests and KPI’s are being met by team.
• Managed and update automated reports on Hyperion Broadcast Server.
• Trained reporting team and internal customers on reporting procedures and systems (Hyperion, CCPulse, Infomart,etc.).
• Managed relationship with external suppliers and contractors regarding reporting systems, training, and external work.

Austin, Texas, US

• Duties:
• Responsible for budget allocation and tracking for the different recruitment cost centres across EMEA.
• Co-ordinated communication with the wider EMEA Recruitment professional community (approx. 60 consultants), with Hiring managers and with Corporate at Senior level Responsible for day-to-day reports of recruitment.
• Managed of resourcing; utilization; cross-charging and inter-company transfers; raising purchase order numbers, expense and P&L tracking; compilation of all related reports.
• Work to objectives/targets set by the Recruitment Senior Director following global standard.
• Manage relationship with external suppliers (job boards, advertising etc.)

US

•  2004 – 2007 Microsoft Reporting Specialist 2003 – 2004 Team Lead NTL (Esat outbound overtime)  2002 – 2003 Program Specialist NTL Duties:
• Complete Efficiency and Utilisation reports for Microsoft, Aer Lingus and NTL teams ( sales figures, sales conversion rates, agent time on phone vs. time logged in)
• Complete daily statistics for 3 teams in the Contact Centre ( inbound and outbound call volumes, inbound e-mail traffic, product sales mix )
• Complete Monthly and weekly KPI’s
• Implement Forecasting and Scheduling for all teams. ( Weekly and monthly headcount reports, new business tenders, total call volume for the centre )
• Ensure all agents in the Contact centre are linked correctly to all systems in order for them to be included in all reports.