Will Boswell

WORK HISTORY

EDUCATION

SKILLS

ABOUT WILL BOSWELL

Experienced strategic Operational Leader, specialising in Work Force Planning and Performance solutions, Delivery of Change and Operational Analysis; driving improved results, productivity and regulatory compliance, through a combination of experience and actionable insight.I have a strong track record of helping clients embed change and deliver sustainable value. Case studies are available demonstrating 60% productivity increases in Field Forces, €12 mm annual increase in Collections, 12% customer service improvements in Handle Rate and 27% reduction in calls per claim.Available for and experienced in UK and European wide assignments across multiple industries bringing expertise in Call Centres, Back Office and Field Force to my clients. My work has covered Financial Services, Insurance, Outsource, Utilities, Collections, Housing and Retail but this is not considered the limit of support as the same proven Operational principles can be applied to many industries with great results.15+ years experience in Multi-site, FTSE, Regulated business as well as smaller start up ventures.Specialties: Operational resource planning models, Strategic Change, Six Sigma, Lean, Planning Cycle, MI, Insights, Dialler, Operations, Budgets, WFM, Telephony, Performance Management, Productivity, Multi/Omni Channel, IVR, Building and Accelerating Competency within WFM teams, WFM set up and Transformation.Support is also available to provide overview/audit of existing capability, developing improvement roadmaps and selection/implementation of WFO software including WFM, Speech and other technology.