Scott Bent

My primary role is managing the real time performance of our Contact Centres, monitoring scheduled adherence, generating ad-hoc schedules and providing analysis to ensure that Operational Managers are provided with the most effective scheduling solutions. I manage available tools to execute the daily delivery plan and adjust in an agile manner to react and mitigate against changing ‘on the day’ circumstances.

• Work alongside the Dialer Specialist in relation to strategies and management to ensure calls are being routed efficiently and making any amendments to the customer journey when necessary (via setting priority rules and creating or editing steps in the call flow process).
• Leading/Training the planning team on process redesign, new implementations and workforce- related change initiatives
• Work closely with the Forecasting specialist to ensure the forecast is up to date and in line with current schedule period using data analysis
• Generate schedules, work rules and shift patterns.
• Creating and maintaining queue performance reports, agent productivity reports and a Verint WFM agent dashboard to balance cost, efficiency, and service
• Collaborating with the training and operation departments to create long term learning journeys for new staff. This allows us to sustain optimal staffing across phone lines and other channels of communication, whilst considering potential staffing attrition.
• Performance monitoring real time analytics for 200+ advisors and Optimising resource in a high-pressure environment by making decisions on events that occur throughout the day at an individual, team and department level to support service levels
• Work with the wider resource planning team and operational management teams to ensure resources are utilised as planned and respond if this is not the case in an agreed and controlled way
• Manage the Operational Planning and Insight team in my manager's absence and taking on their responsibilities (participating in stakeholder meetings, monitoring and driving the performance of the planning team, and being first point of contact for the leadership team for any realtime or planning queries)
• Drive schedule adherence by ensuring attendance and breaks are at correct times.
• Reallocate resources to accommodate different types of calls and contact points
• Monitor and report on lateness and absence within the contact centre

Overview: 360 Clinical was an Equiniti tool used to obtain feedback from a variety of sources and key individuals about a healthcare professional’s behaviour and performance

• Assisted doctors with their appraisals and feedback via email and telephone
• Liaised with NHS trusts about their queries regarding doctor appraisals
• Proactively supported doctors and NHS Trust workers throughout the process
• Actively kept up to date with the latest GMC policies in order to further develop own knowledge
• Demonstrated an excellent working knowledge of relevant systems
• 360 Clinical was an Equiniti tool used to obtain feedback from a variety of sources and key individuals about a healthcare professional’s behaviour and performance

• Being first point of contact to discuss any questions from customers relating to Share Registration and Bereavement Services
• Resolving a high volume of customer queries and concerns ranging from updating details to providing more in-depth information
• Providing excellent customer service to everyone by communicating in a transparent, empathetic and positive way in order to quickly pinpoint their needs
• Identifying customers who are vulnerable in order to support them appropriately
• Always working to financial compliance and regulatory policies and procedures

• Dusting, sweeping, polishing, mopping, and vacuuming designated areas to a high standard
• Ensuring surface areas, floors, windows, and other touchpoints are sanitised regularly
• Performing additional cleaning duties as and when required, such as mopping up spillages quickly and efficiently
• Emptying and disposing of bin waste
• Monitoring and re-stocking cleaning supplies
• Keyholder/Caretaker duties during school holidays