Allan Dunbar
About Allan Dunbar
Allan Dunbar is a Dialler and Resource Manager at PRA Group in Kilmarnock, United Kingdom, where he has worked since 2019. He holds a Master's degree in Research Methodology and Quantitative Methods from the University of Strathclyde and has extensive experience in managing dialler systems and optimizing outbound performance.
Work at PRA Group
Allan Dunbar serves as the Dialler and Resource Manager at PRA Group, a position he has held since 2019. In this role, he maintains the Enterprise Workforce Management (EWFM) system and provides accurate intraday resource plans. He is responsible for forecasting call volumes and determining the necessary full-time equivalents to meet service level agreements. Dunbar manages a team of four dialler analysts and oversees holiday allocation, real-time adherence, and absence monitoring across all business areas. Additionally, he drives outbound performance to optimize revenue generation and data usage, while also developing and managing the business's OFCOM compliance strategy.
Previous Experience at British Gas
Before joining PRA Group, Allan Dunbar worked as a Dialler Manager at British Gas from 2014 to 2019. During his five years in this role, he was responsible for managing dialler operations and optimizing performance to enhance customer engagement and operational efficiency. His experience at British Gas contributed to his expertise in resource management and operational training.
Previous Experience at HSBC
Allan Dunbar held the position of Dialler Manager at HSBC from 2003 to 2013, where he worked for ten years. In this capacity, he was involved in managing dialler systems and ensuring effective communication strategies. His tenure at HSBC provided him with extensive experience in the financial services sector, further developing his skills in resource management and operational efficiency.
Education and Expertise
Allan Dunbar earned a Bachelor of Arts degree in Psychology from the University of Strathclyde, studying from 1996 to 2000. He later pursued a Master's degree in Research Methodology and Quantitative Methods at the same university, completing his studies from 2000 to 2001. His educational background equips him with analytical skills and a strong understanding of research methodologies, which he applies in his current role.