Wayne Margetts

Background

About Wayne Margetts

Highly autonomous, talented operations support manager with extensive industry experience, specialising in Contact Centre technologies. Possessing expert knowledge of unified services and proficient at requisitioning and supporting of services and equipment. Demonstrated knowledge in carrier services, traffic analysis and dimensioning along with hands on experience implementing and configuring telephony systems. Strong understanding of industry standards and government regulations relating to telecommunications. Bringing valuable experience in Data Centre operational and management processes ensuring efficient and effective support for technical staff in a call centre environment. Key Achievements Initiated and managed carrier internet TLS SIP certification for Genesys Cloud on prem Edge appliances, Implemented Customer IVR service on Genesys Cloud, improving efficiency of call delivery, and achieving high (transfer) call cost reductions. Integrated/Embedded contact centre knowledge system (LivePro) into Genesys Cloud initially as a pilot, which was moved into production, reducing the need for agent to navigate outside Genesys Cloud improving agent experienced, and achieving Average Handle Time (AHT) reduction. Developed proof of concept (POC) for post call survey, which was subsequently implemented into production, providing valuable feedback and insights for continuous improvement. Initiated review of contact centre Toll-Free Numbers (TFN’s), leading to the decommissioning and consolidation of phone numbers available to customers, resulting in streamlined operations and cost savings. Identified and decommissioned approx.200 legacy devices achieving hardware cost reduction. Covid-19, developed and implemented WFH capability to access and operate Contact Centre applications remotely, ensuring business continuity. Initiated P&C contact centre (over a weekend) for staff Covid-19 queries, providing a conduit for staff help and support during Covid. Identified fibre backbone was old OM1 standard. Established new fibre backbone (OM4) to bring the fibre link up to standard ensuring optimal performance and no mismatch between network switches. Project managed the refurbishment of 350 seat contact centre. Managing vendors, cabling, desking, technology. Rolled out and Implemented new Wagering betting application/terminal into Contact Centre. Developed and implemented contact centre wallboards/dashboards, integrating them into the MATV/IPTV system across company sites, providing real-time performance insights to agents and managers.