Bobby H. Email & Phone Number

Bristol, England, GB

City Of Bristol, England, United Kingdom

• Forecast demand for sales and service contact centre
• Produce regular management information (MI) that supports the running of the business and informs resourcing decisions
• Functional expert in demand trends, historic and forward looking to create demand forecasts that feed into resourcing models
• Provide proactive support for all forecasting and budgeting processes, linking between finance areas to ensure that they are aligned
• Communicate demand trends and influence stakeholders to ensure appropriate understanding to inform decision making
• Manage a team of Forecasting Analysts and Real Time Analysts

• Creating short, medium and long-term strategic workforce / resource plans
• Leading on workforce planning, recruitment and resource allocation meetings
• Design, create and maintain suite of workforce / resource planning reports and MI
• Provide business wide expertise on workforce / resource planning process and methodologies
• Creating Excel tools for tracking activities to improve workforce / resource planning accuracy
• Analysing workforce / resource planning data and creating plans for increasingly operational efficiency and reducing wastage

Bristol, England, United Kingdom

• Implement and maintain a People Centred Workforce Planning approach into HL Operations
• Focus on reducing waste, increasing operational efficiencies, and reducing cost to serve
• Manage and develop a team of Workforce Planning Analysts
• Design and implement a suite of Workforce Planning reports and Dashboards
• Lead regular Workforce Planning meetings with key stakeholders from across the business
• Track and impact assess all resource effecting activity such as marketing campaigns and regulatory changes

Bristol, United Kingdom

• Providing analytical support for the delivery of the retention programme of work
• Complex workforce data analysis from a variety of sources and organisations
• Produce high quality graphs, charts and diagrams to share workforce data on key workforce issues related to retention for use in reports and presentations
• Review, test and assess data from a range of organisations for accuracy and consistency
• Undertake comparisons taking account of benchmark data highlighting assumptions and issues associated with using benchmarking data
• Develop meaningful workforce and retention KPI's and targets

Bristol, United Kingdom

• Develop, improve and maintain all resource planning and forecasting systems and processes across the organisation to enable the effective management of inbound and outbound contact across all platforms
• Analyse data and identify trends to effectively resource plan the customer service, sales and operational teams, then using this to make recommendations on appropriate shift patterns, operational hours and workforce.
• Support on initiatives to improve customer service levels, productivity and efficiency
• Build and maintain daily, weekly and monthly reports for Energy Advisors to enable Team Leaders to manage statistical and qualitative performance
• Produce regular reporting packs for both the Management Team and the Senior Leadership Team
• Contribute to the design and implementation of processes and ensure effective documentation

United Kingdom

• Work with operational teams across the organisation to assist them in the planning of their resources
• Inspire a culture of people orientated planning, including subject matter experts in the design
• Implement and facilitate weekly Resource and Capacity Planning meetings
• Lead on the design and then implement Resource and Capacity Planning dashboards and reporting across the organisation
• Train Managers on managing shrinkage/headroom and calculating capacity and demand
• Project manage relevant Resource and Capacity Planning projects

United Kingdom

• Mapping workforce transformations and assessing cost benefits of workforce transformations
• Analysing workforce data and making organisational and/or local recommendations
• Creating, testing and implementing workforce tools and calculators
• Increase operational efficiency through workforce redesign
• Ensure workforce meet safe staffing levels as well as legal and “best practice” guidelines
• Training/supporting Managers on WTE calculations

Bristol, United Kingdom

• Ensuring the correct number of staff in each department at the right time to match demand, whether inbound or outbound and by contact method
• Creating and updating shift patterns
• Attending UK commercial meetings
• Project work including management of some projects
• Attending CCG contract review meetings
• Analysing data / performance and making recommendations and plans for improvement

Bristol, United Kingdom

• Reviewing and analysing performance and metrics
• Conducting investigations, performance management and disciplinary meetings
• Administration of internal Excel spreadsheets
• Developing and mentoring members of staff
• Day to day running and management of a Team of CSA’s
• Recruitment

Exeter, United Kingdom

• Motivating a Team towards achieving Client set targets
• Project work
• Compiling and submitting financial and performance reports
• Communicating with our Clients (via email, phone and conference calling), dealing with their concerns and carrying out their requests to a high standard
• The continuous assessment and improvement of Quality Monitoring and Customer Experience
• Liaising with other departments and Management to ensure operational efficiency