David Murray

Led a dialler support team of analysts supporting multiple international client campaigns across dialler-based channels. Managed vendor relationships, invoicing, workshops and training plans, and provided operational administration for the MaxContact dialler system. Built capacity and forecasting models using intraday and monthly performance MI, monitored workforce exceptions, and supported new client bids as a dialler SME. Planned and delivered dialler/telephony changes following delays and post-2020 restructuring needs.

Owned operational forecasting and intake headcount planning, including seasonality, holiday and sickness effects. Maintained and improved the short-term forecasting process, analyzed performance MI to identify service gaps, and proposed actions to resolve issues. Implemented a new 8x8 dialler during the COVID-19 outbreak and supported intake managers with bespoke reporting for team performance and staffing. Managed workforce exceptions intraday and maintained the Injixo WFM system.

Performed data analysis, system administration and dialler/telephony support to improve campaign performance and productivity. Built rollout plans for a new Noble Dialler system and reported key metrics and SLAs, using reporting tools to craft dialling strategies. Supported campaign optimization and new campaign creation while ensuring compliance with OFCOM and data protection requirements. Managed relationships with data suppliers and worked with decisioning and collections stakeholders on strategy.

Managed dialler performance and data operations to optimize campaign outcomes, including profiling, modeling and processing of marketing data. Produced management information through analytics to track data usage and dialler performance, and continuously optimized dialler activity. Ensured dialler operations complied with applicable OFCOM and related regulatory requirements.

Aligned dialler strategies and data handling with business objectives to drive productivity and campaign results. Managed data processing and maintained management information dashboards to monitor dialler and campaign performance. Ensured ongoing compliance with OFCOM/ICO/MOJ requirements and monitored dialler performance relative to data usage and assigned agents.

Provided technical and analytical support for dialler solutions across multiple call centres and campaigns. Coordinated call centre setup and launches by overseeing hardware and software installations as the business expanded. Delivered first- and second-line support for dialler solutions to customers, working both on-site and remotely as needed.

Handled system administration and first-line IT support for approximately 60 employees, working with the Head of IT on testing and implementation of new systems and hardware. Managed dialling systems day to day, including administrative support and oversight of multiple campaigns. Provided analytical, developmental and strategic input to support a growing set of campaigns in partnership with the software provider.

Led the systems team, managing configuration and maintenance of internal systems including an OpenGI user interface. Designed and implemented reporting using OpenGI query tools and maintained employee user account databases. Reprogrammed the insurance quote engine to improve quote-call efficiency, and managed development, testing and production for web and integration projects with online partners.