Becky Wright Email & Phone Number

Derby, England, United Kingdom

Award winning and Pivotal part of the implementation of a new workforce management system (NICE) into the contact centre for NHS 111. Development, and implementation of solutions to ensure smooth transition for over 1000 Heads, including build and training and acting as Process lead for the project.Successful Tupe transfer of over 600 heads, leading rota discussions and building, implementing changes to NICE set up to accommodate.Using expert knowledge of the NICE System to support and develop current team members and deliver training.Day to day management and development of 7 Scheduling Analysts and 4 Resource Coordinators.Analysing schedule fit per queue to ensure accurate delivery of Service Level.Identifying future overtime requirements – working with the team leaders and real-time team to identify trends and ensure slots are filled where budget is available. Creating all relevant floating events to ensure system optimises these automatically e.g., one to ones, team meetings, buzz sessions.Tracking of shrinkage and AHT in line with service level demands to impact schedule generation.Ensuring all schedule warnings and queries are resolved in a timely manner.Flagging schedule issues to operations such as the times affected, service level predictions and agent requirements.Successful rollout of a new agenda for regular planning meetings with various stakeholders to provide input into scheduling issues / considerations. Implementing a new visual tool to enable playback for the Operational teams retrospectively. Define, improve, and document processes whilst challenging the status quo. Holding meetings to discuss and formalise processes with stakeholders.Focusing on colleagues’ engagement through direct planning and shift related queries thus creating an environment where managers and advisors are engaged and empowered.Report production and data analysis to identify optimisation, trends, and solutions.

Nottingham, Nottinghamshire, United Kingdom

Maintain Capacity plans via Anaplan and monitor actual versus forecasted FTE against budgeted plans, challenge and investigate variances. Deliver insights into future performance outcomes through the maintenance of accurate plans and forecasts.Drive a focus on efficiencies & control of operational costs through regular planning interactions. Provide evidence of recommendations made to the operation of where potential savings can be madeProvide support to the MTP, short term planning & Real Time management processes. Keep my team engaged ensuring that communication is clear & simpleDeliver accurate, robust plans against the financial targets, performance & MTP for my area.Recently we have adopted Anaplan into the business, I can understand the modules, formulas and versions creating boards within the app to show KPI's and provide insight.

Produce a 4 week rolling plan to show predicted performance Schedule offline activities such as meetings, training Create and maintain the structures in the workforce management systemDesign and implement shift patterns to fit in line with business needs Chair regular planning meetings with the operation to evaluate performance Influence decisions regarding changes to schedules based on plans Maintain, amend holidays and allocationsSet up & maintain advisors log-ons through Aspect

Colwick Industrial Est, Nottingham

I am solely responsible for the resource planning and scheduling of a 250 seat contact centre.I own and drive resource planning across demand and non demand functions withing the contact centre to optimise adherance, availablity and absence planning.I plan all off phone activity throughout the contact centre such as appraisals, one 2 ones, training and holidays.Very often it is important to review your shifts / rotas and I enjoy coming up with creative shift designs in line with business needs. On top of my resourcing role I am often involved in real time management and I do this to a high standard.As well as the above, I conduct daily planning meetings with the team leaders to discuss previous performance and to plan the day ahead. I work along side the team leaders to ensure service levels are maintained and achieved.

Colwick Industrial Est, Nottingham

When an oppotunity arose for a 6 month secondment position within the call centre team leader team, I immediately put myself forward. I knew that a dual role would be a challenge but I was ready for it and almost 3 years later I am still doing both my Resource Planning role and my Team Leader role. I have a mixed team of outbound associates and inbound associates.My team consistently perform well, regularly meeting Outbound CPH targets and my Inbound associates regularly hit their targets. I am fully committed to the management of my team with regular reviews, 1-2-1’s and RTW interviews all being done in a timely fashion. I am not afraid to tackle an issue should one arise. I have continued to perform my Resource Planning role to the full and I am the main focal point for all Contact Centre related staff and payroll queries.