Kevin McAleese

Experience

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  TeleTech

  Jan 2006 - Jan 2008

  Exception management and adjustments to ensure accurate reporting on absence and attritionStaffing Analysis and real time forecasting to ensure right staff at the right time and maximise billing potentialMonitoring performance against targets set by Clients and management to ensure service levels and agent productivity remained highFirst point of contact for all clients and all UK sites/ At Home Agents and Global sites within the TeleTech Network for issue resolution and emergencies Mostrar menos

  • OSC / Real Time Management Specialist

    Jan 2007 - Jan 2008

  • Graduation Bay Team Manager

    Jan 2006 - Jan 2007
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  MM Teleperformance

  Jul 2008 - Jun 2009

  Forecasting and Scheduling Analyst

  Resource planning for a large virtual multi-site 500-2500 FTE project with an Annual turnover of £15 Million.Creation of event driven forecasts by channel based upon previous events, providing volumetric and AHT profiling at a 15-minute level.Development of analysis tools in Excel and MS Access and creating process mapsCommercial work on other contracts, including the provision of forecasts and resource requirements based upon, client supplied historical information as well as service level requirements Mostrar menos

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  NHS Direct

  Jul 2009 - Jul 2010

  Real Time / MI / Resource Analyst

  Monitoring and delivering calls via BT ICM platform to external supplier sitesLiaise with all external parties to solve any issues with the service to minimise impact for the public Development of automated reports process for Department of HealthDelivering Adhoc reports for Senior Management within Department of Health and NHS DirectAnalysis capacity performances and assist to deliver better procedures for monitoring and improving performances across NHSDEscalating capacity issues within supplier sites and managing additional resource capacityMonitoring and delivering confidential Patient information requests to various external public services (Police, Insurance Companies, Solicitors and Strategic Health Authorities)Development of Adherence reporting for operational teams Mostrar menos

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  UFI

  Jul 2010 - Mar 2013

  Workforce Scheduler

  Utilising staffing resources to maximise workloads across various different multi-channels. Working with Marketing team to aid more efficient marketing campaigns with various profile modelling and capacity fulfilment.Liaise with HR, Training and Recruitment teams with goal to streamline process of delivering more efficient training of new and existing staff. Developing and delivering both automated and Adhoc reports for various internal departments across various sites.Ownership of core business efficiency modelling to help drive business efficiency and advisor utilisation across various in house campaigns. Assisting with business cap modelling and providing resource requirements expectations for future business and new system infrastructures Mostrar menos

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  Ark Home Healthcare

  Mar 2013 - Mar 2014

  Creation and Maintenance of Business and Centre based KPI's and Dashboards to monitor and analysis trends to drive operational and business efficiencies. Providing a consultative approach in assessing and delivering Management Information solutions throughout the business.Management of all Telephony routing structure across support centre and also management of call scripts and equipment for all out of hours support team.Design and Management of Disaster Recovery and Business Continuity plan for Customer Response Centre. Onsite IT support for Desktops and Remote client based workstations.Providing main escalation support for all application and system based tools across the Customer Response Centre. Mostrar menos Ark Healthcare provides home care to multiple array of clients and customers with services ranging from companionship, shopping, domestic duties through to more specialist care with full time Live-In careers, high dependency care and/or Palliative care. My responsibilities was schedule careers to meet these demands taking into account logistic demands and skill-set of care workers.Creating automation planning model to drive efficiencies across the business allowing for faster and more reliable process of providing geographical planning whilst still delivering consistently of care . Mostrar menos

  • Metrics (MI) Manager

    Nov 2013 - Mar 2014

  • Analyst

    Mar 2013 - Nov 2013
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  Barclaycard

  Jan 2014 - Jun 2017

  Senior Planning Analyst
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  Addison Lee Group

  Jul 2017 - now

  • Resource Planning and MI Manager

    Jun 2018 - now

  • MI Analyst

    Jul 2017 - May 2018