Tom Walters Email & Phone Number

A member of the production support area for the collections call centre. The team controls and regulates all inbound and outbound phone strategies. Workforce management plays a major part of the role and we advise the management team of any workforce changes that are needed to maximise production. The other major role is production of the vital statistics that are needed for accurate forecasting of inbound volumes and other statistical information required by the management team. My… Show more A member of the production support area for the collections call centre. The team controls and regulates all inbound and outbound phone strategies. Workforce management plays a major part of the role and we advise the management team of any workforce changes that are needed to maximise production. The other major role is production of the vital statistics that are needed for accurate forecasting of inbound volumes and other statistical information required by the management team. My responsibilities include:. Campaign building for outbound dialling strategies.. Workforce management using TCS (Telecentre System). . Predictive dialler (Mosaix (Avaya) Dialler) management.. Inbound call volumes forecasting.. Production of statistical information required by the management team.. Regular reporting to the centre's director and senior management team. . Training of new advisors on the operating software.. Coaching of the management team in operations.. Excellent verbal and communication skills. Show less

Collections and RecoveriesMy principal role is to manage three teams whose duties are to effectively manage all forms of contact through four contact centres comprising c700 FTE. My primary responsibility is the outbound dialler operation but I also manage the inbound service as well as the forecasting and rostering of the centres. My teams also provide a regular diet of informative MI to drive performance and make business critical decisions.Reporting to the head of collections, I… Show more Collections and RecoveriesMy principal role is to manage three teams whose duties are to effectively manage all forms of contact through four contact centres comprising c700 FTE. My primary responsibility is the outbound dialler operation but I also manage the inbound service as well as the forecasting and rostering of the centres. My teams also provide a regular diet of informative MI to drive performance and make business critical decisions.Reporting to the head of collections, I possess excellent stakeholder management skills and I regularly attend meetings with our partners in credit risk to plan the best strategies to deliver against our key targets. I also work very closely with our project teams in delivering projects where I help design many of the technology deployments to suit the strategies. Lastly my role is also there to support the operations in how to maximise both the technology available and to achieve the best deployment of the staff. My responsibilities also include:Working strategically with the business to deliver outbound collections and recoveries campaigns.Responsibility for the technical and tactical deployment of the dialler across multiple sites, in a virtual capacity, within the regulatory frameworks.Managing multi channel inbound service levels across 4 sites. Maximise the effectiveness of any further technologies such as IVM's, AVR and text messaging and emails.Using workforce management tools such as eWFM to ensure available resource is best utilised across multiple sites. Regular analysis of MI to assess both short term performance and long term trends to better inform the operation on changes that would be beneficial.Regular presentations to senior director levels on operating performance.Supplier and third party DCA management.Work closely with incident management teams to reduce any outages to a bare minimum. Show less

This role comprises several aspects to the sales campaigns currently being undertaken within the central sales unit. My principle task is the management of the current sales campaigns. This involves liasing with database marketing for supply of the lead opportunities, the campaign strategy utilising the Avaya dialler and the analysis of the success thereof. My current role has also been expanded to look after the administration and MI for our business. This has included managing two… Show more This role comprises several aspects to the sales campaigns currently being undertaken within the central sales unit. My principle task is the management of the current sales campaigns. This involves liasing with database marketing for supply of the lead opportunities, the campaign strategy utilising the Avaya dialler and the analysis of the success thereof. My current role has also been expanded to look after the administration and MI for our business. This has included managing two administrators and three analysts. Their duties include running the incentive schemes, producing sales MI and analysis and report building. My responsibilities include:Management of all Loan and Insurance campaigns to ensure productivity levels are maintained through lead delivery and campaign management.Liasing with database marketing to identify improvements and potential lead opportunities in central sales.To work closely with the dialler manager to assess dialler call strategy to maximise RPC delivery. To work with senior management to ensure effective use of leads, capacity planning of leads and staffing in all areas Show less