Andrew Horman

I have been in the Head of Data Services Role for just over 6 years. I joined the company in September 2016 and over time grew the team into what is today, a small team of very talented individuals who are a joy to work with.

I am a proactive problem-solver and enjoy working in a collaborative team environment. I am constantly seeking to improve my skills and stay up to date with the latest technologies and best practices in the field of data engineering and analytics.

I have extensive experience with SQL Server Integrated Services, SQL Server Reporting Services, Power BI, and Amazon QuickSight. I have successfully designed and implemented a number of business data tools as shown below;

Revenue Analysis

Developed for the Finance Planning & Analysis Teams to effectively track revenue, build accurate forecasting models, and create budgeting models to support their financial planning efforts.

Customer Segmentation

Developed for the Commercial Team to gather and analyse data from various business platforms to create a comprehensive model of the services each client uses. By using this tool, the Commercial Team can gain a deeper understanding of their clients and tailor their products and services to better meet the needs of their target audience. This project has been successful in helping the team better serve their clients and improve their business relationships.

Transaction Monitoring

Developed to help Client Services identify potential risks of churn for clients and identify any unusual trends that may require further investigation. By using this tool, Client Services can proactively address potential issues and ensure that their clients' needs are being met.

Workload Performance

Developed to help Developers track code performance and scheduled tasks to stabilise performance and prevent bottlenecks. By using this tool, developers can identify and address any issues before they become problematic.

Automated Invoicing Solution

I created a custom process that gathers transaction data from the billing platform and generates itemised invoices for clients. Using SSIS, these invoices are automatically produced & distributed through self-service, email, and secure FTP. This solution provides clients with itemised invoices, as the billing platform does not natively support itemisation.

Data Capture Tools

I designed a web application enabling reports that require reconciliation to be scheduled.

My area of expertise is in

Data Operations

Consolidation, Quality, Collation & Collection, Migration and ETL/ELT

Data Analytics

Development of Business Metrics, Deployment of Self-Serve for both internal and external clients. AWS QuickSight, SSRS (SQL Server Reporting Services) and Data File Delivery for those clients who prefer this method.

Main Responsibilities

Setting the overall direction and goals for the data team and ensuring that the team is aligned with the goals and objectives of the business. Leading the design and development of data infrastructure, including data storage, data processing, and data analytics platforms.

Collaborating with cross-functional teams to understand their data needs and ensure that the data team is meeting those needs effectively.

Overseeing the analysis and interpretation of data and working with the data team to identify trends and insights that can inform business decisions.

Mentoring and developing team members, including providing guidance and support to help them grow their skills and careers.

• Carry out Team briefings, coaching and mentoring to ensure that all team members are able to perform their roles to the highest level.
• MI Reporting of dialler data for both historic purposes and to aid in strategy planning.
• Planning of daily, weekly and longer term contact strategy.
• Analysis and reporting on dialler & contact data to inform strategy decisions
• Provide training to new members of the dialler team coupled with on-going structure coaching for the entire team.
• Ensure that all contact strategy decisions remain compliant with both internal and external regulations.
• Ensure all systems are worked in a compliant manner and all reporting of such areas are maintained and accurate.
• Create and review reporting for all systems across the collections arena offering reports, suggestions and feedback with the aim to continually improve productivity and right party contact.
• Provide day to day Dialler cover and support i.e. all responsibilities of dialler officer role, especially when covering holiday/sickness.
  Involvement in ad-hoc projects.
• Ensuring personal development is kept up to date and relevant through attendance to business training programs as required.

• Capacity Planning & Workforce Management
  MI Development & Business Analysis: KPI Sheets, Dashboards etc
  All functions within Dialler Operations and two Dialler Managers reporting to me directly.
• Develop and Manage all aspects of IVR, Call routing and skill deployment etc.
• Develop and Manage Contact Strategy for outbound dialler operations and also looking at emerging contact centre technologies for the business.
• Maintain strict adherence to OFCOM , DMA and CSA guidelines
  Drive process improvement through collaborative initiatives across the business.
• I hold Weekly and Month end operational performance reviews with company directors.
• Subject Matter Expert for all Dialler and Telephony related matters.
  System upgrades and fault management.

• Developing new initiatives and procedures to improve efficiency and quality.
• Develop and manage a library of outbound dialling procedures
  Produce daily, weekly and monthly comparison reports on campaign results.
• Manage Reporting and constantly looking to increase productivity across the operating floor to exceed set KPIs.
• Analyses historical data and volume projections; monitors and adjusts the outbound dialler to maximize resource utilization
  Manage All Dialler Logins, configuration of teams and all dialler positions.
• Campaign Setup and configuration - setting up jobs and record selection for campaigns.
• Coordinates the maintenance and support of outbound diallers
  Setting up dialler strategies according to SITEL best practices
  Troubleshooting telecom and dialler issues and escalating them to SITEL IT or vendor.
• Monitor Dialler Performance throughout the calling day to ensure peak performance and that all campaigns are within DMA/OFCOM compliance.
• Add value to new and existing programs through a process of continuous improvement.

• Chair meetings with Operations Managers and the client to understand their outbound objectives and targets.
• Advise Operations Managers and the client on the most effective way to run their campaigns.
• Agree a weekly campaign Schedule to ensure all campaigns are run.
  Build and maintain all outbound strategies and record selections to meet the needs of each business unit.
• Chair weekly meetings with operations to review outbound performance and recommend improvements.
• Train and develop the real time dialler analysts on the Avaya PDS system to ensure all real time analysts are fully up skilled on the system they are using.
• Set targets for the real time analysts so that all operational targets are met.
• Hold monthly 1-2-1 sessions with the real time analysts to discuss their performance and agree development plans.
• Attend meetings with Dialler Manager to understand all up and coming outbound campaigns.
• Attend Client meetings in absence of Dialler Manager for contingency.
• Report to Dialler Manager on campaign performance by client

• Last position held at Orange was as Dialler Analyst, which I held from 2002 to 2005.
• I held other positions at Orange, Team Coach, Training Coordinator and Team Manager