Tom Walters
About Tom Walters
Tom Walters serves as the Head of Dialler Services at PRA Group, where he has worked since 2017. With extensive experience in call center operations and management, he has held various roles in the industry, including positions at HFC Bank and RBS.
Work at PRA Group
Tom Walters has served as the Head of Dialler Services at PRA Group since 2017. In this role, he manages predictive dialler systems, specifically the Mosaix (Avaya) Dialler, to enhance the efficiency of outbound calls. He is responsible for training new advisors on operating software, ensuring they are proficient in call center technologies. Additionally, he provides regular reports to the center's director and senior management team, offering insights and updates on call center performance.
Previous Experience in Dialler Management
Before joining PRA Group, Tom Walters held several positions in dialler management. He worked at RBS as a Dialler Manager from 2007 to 2016, where he managed dialler operations for nine years. Prior to that, he served as a Dialler Manager at HFC Bank from 2001 to 2006. His experience at HFC Bank also included roles as a Campaign Manager and Dialler Analyst, contributing to a comprehensive understanding of call center operations.
Education and Expertise
Tom Walters studied at The Streetly School and pursued further education in Mineral Surveying and Resource Management, achieving a Higher National Diploma (HND) in Geography. His educational background supports his expertise in workforce management strategies, which he has implemented using TCS (Telecentre System) to optimize call center operations.
Coaching and Management Development
In his current role, Tom Walters provides coaching to the management team in operations. This coaching enhances their ability to effectively manage call center activities. His focus on developing management skills contributes to improved operational efficiency within the call center environment.