Alan Bilsland
Planning Specialist at Three Uk
Based in Hamilton, United Kingdom
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Seniority
Manager
Department
Operations
Location
Hamilton
Industry
Telecommunications
Company size
5.5K
Contact information
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a•••••••@three.co.uk
Phone
5 credits+44 ••• •••• ••••
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Background
About Alan Bilsland
With over six years of experience as a Performance & Forecasting Assistant Manager at HSBC, I am a workforce management expert who develops, produces, and manages short to medium-term forecasts for call queues across multiple global and UK operations. I use various tools, such as Aspect e-Workforce, Genesys Workforce Management, and Excel, to deliver accurate and reliable forecasts that enable stakeholders to make well-informed decisions and achieve service-level targets. I also have a strong background in real-time, stakeholder management, and call routing solutions. I have successfully led weekly meetings with stakeholders, built trust and collaboration, and communicated service pressures and business-impacting incidents. I have also developed contingency plans and coordinated operational responses to major system outages, prioritising incidents and facilitating effective solutions. I am a highly competent, self-motivated, and analytical individual, with a proven track record of delivering results and positive outcomes in a pressured environment.
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