Brian Bastick

A highly motivated, flexible individual with over 25 years Contact Centre forecasting, planning and scheduling experience, who possesses strong analytical and problem solving skills, whilst also being able to function effectively and efficiently in an ever-changing evolutionary environment. A team player who acts as a mentor and a coach / trainer both externally and within his own working place, and therefore is capable of excellent communication at all levels, whilst also possessing the proven ability to perform. Key Achievements • Successful deployment of many WFM solutions both in the UK and overseas. • Taking strategic lead in selecting, training and managing relationship with outsource partners. • Being responsible for achieving maximum efficiencies through best practice Workforce Optimisation, making visible improvements in service delivery & performance Successfully passed, with commendation, the Advanced Certificate in Contact Centre Management and more recently the Diploma in Contact Centre Management, both achieved through The Planning Forum and Ulster University. Specialties: - WFM best practice (both processes and software) - Data analysis - MI design and implementation - Data analysis - Avaya, Alternative Networks, MITEL and NVM Telephony systems. WFO Software: - Verint I360 including WFM, Quality Monitoring, Call Recording, Customer Feedback, Scorecards, - Q-Max - MITEL - PIPKINS Vantage Point - Teleopti