Working with 7 markets covering Europe, Asia, Australia and the Middle East, my priority has been to introduce detailed resource planning methodologies in order to drive efficiencies and bring a consistency of approach to all my markets. Some of my key tasks/achievements to date are:To build and deploy reliable workforce planning processes that account for local nuances across all markets.To develop on existing planning processes to ensure that outputs are… Show more Working with 7 markets covering Europe, Asia, Australia and the Middle East, my priority has been to introduce detailed resource planning methodologies in order to drive efficiencies and bring a consistency of approach to all my markets. Some of my key tasks/achievements to date are:To build and deploy reliable workforce planning processes that account for local nuances across all markets.To develop on existing planning processes to ensure that outputs are optimised.Supporting the selection process and deployment of a WFM system across all markets, ensuring a consistency of procedures is implemented.Producing accurate workload forecasts accounting for trends and seasonality in contact rates, along with order volume forecasts working with both our data scientists and finance department.Taking responsibility for creating and maintaining processes for tracking spend against financial and headcount budget projections.Creating simulations and what-if scenarios to assist with business cases and providing headcount and cost projections to support managerial decision making.And to regularly conduct impact assessments in support of continuous improvement. Show less

Working within the Membership Department Senior Management team, I am responsible for delivery of accurate forecasting and staffing schedules to meet our service standards across various teams. I produce long, mid and short term forecasts and use intra day analysis and up to the minute statistics to deploy staffing across our various channels as volumes dictate, to ensure that staff are adhering to their schedules whilst maintaining our excellent customer service. Working with the Department… Show more Working within the Membership Department Senior Management team, I am responsible for delivery of accurate forecasting and staffing schedules to meet our service standards across various teams. I produce long, mid and short term forecasts and use intra day analysis and up to the minute statistics to deploy staffing across our various channels as volumes dictate, to ensure that staff are adhering to their schedules whilst maintaining our excellent customer service. Working with the Department head, I maintain the headcount budget, and work closely with external agencies and internal departments to ensure we recruit the right calibre staff and train them to the expected levels.I have recently implemented Pipkins WFM, MITEL telephony platform and Red Box call recoding within the Contact Centre, as well as the introduction of agent adherence software. Show less

As RPM Consultant I was employed to set up the contact centre for the Barclays Cycle Hire scheme. I was tasked in creating accurate forecasts, optimum staffing requirements and complex staffing schedules based on government expected take up of the scheme. I had to create short and long-range call, e-mail and white mail forecasts.As a single operation, I monitored the call flow queues, and reported on our performance against agreed SLA’s on an intra day basis.Production of in-depth… Show more As RPM Consultant I was employed to set up the contact centre for the Barclays Cycle Hire scheme. I was tasked in creating accurate forecasts, optimum staffing requirements and complex staffing schedules based on government expected take up of the scheme. I had to create short and long-range call, e-mail and white mail forecasts.As a single operation, I monitored the call flow queues, and reported on our performance against agreed SLA’s on an intra day basis.Production of in-depth agent performance and hourly contacts are just two of the many reports that I created along with the creation of a Quality analysis process, and the development of a passport to success for CSA's career development. Show less

I was responsible for delivering roster solutions for 190 FTE contact centre.I produced accurate call predictions, through extensive MI analysis and provide annual, quarterly, month, week and daily forecasts.Due to the complexity of the contact centre, I was instrumental in developing multi-skilled agents, both on site and at our outsource partner which has again improved service levels. Through effective intra-day monitoring of staff, I was able to react positively to any changes in… Show more I was responsible for delivering roster solutions for 190 FTE contact centre.I produced accurate call predictions, through extensive MI analysis and provide annual, quarterly, month, week and daily forecasts.Due to the complexity of the contact centre, I was instrumental in developing multi-skilled agents, both on site and at our outsource partner which has again improved service levels. Through effective intra-day monitoring of staff, I was able to react positively to any changes in call demand. I undertook responsiblity for the IVR, and regularly made changes to the menu’s and call flow. Production of attendance and productivity reports on all agents, and full telephony statistics were created for senior management. Show less

My role was to forecast, plan and deliver rota solutions, through the use of wfm that ensured we provided the highest level of service to our customers.I was responsible for providing rotas and identifying improvements across numerous call centre sites, both in the UK and Ireland as well as a team of homeworkers.Managing a team of 3 direct reports, I ensured that the sales area’s adhered to laid down call handling procedures, set service levels and productivity targets. I had to… Show more My role was to forecast, plan and deliver rota solutions, through the use of wfm that ensured we provided the highest level of service to our customers.I was responsible for providing rotas and identifying improvements across numerous call centre sites, both in the UK and Ireland as well as a team of homeworkers.Managing a team of 3 direct reports, I ensured that the sales area’s adhered to laid down call handling procedures, set service levels and productivity targets. I had to produce long range call volume forecasts, and from these figurers report on headcount requirements, I would then take an active part in the recruitment process. I was responsible for the production of sales and service reports for all directors and senior managers across all sites. Show less

This was a contract role.I was working as a Forecasting Analyst within a large third party call centre (700+ agents). My role was to accurately predict future call volumes by the use of workforce management tools, and to ensure there is adequate staff resource. Throughout the day I would monitor incoming call traffic and re-assign staff to various teams as required. My biggest achievement was to forecast for and staff a new call centre that has just opened. I had to analyse the predicted… Show more This was a contract role.I was working as a Forecasting Analyst within a large third party call centre (700+ agents). My role was to accurately predict future call volumes by the use of workforce management tools, and to ensure there is adequate staff resource. Throughout the day I would monitor incoming call traffic and re-assign staff to various teams as required. My biggest achievement was to forecast for and staff a new call centre that has just opened. I had to analyse the predicted number of contacts, evaluate how many teams and agents would be required and determine the shifts these staff would have to work in order to achieve our service levels. Show less

In this role, I managed the forecasting and planning team of 3 direct reports. I provided full analytical support for the various call centres within the business. This involved reporting on over 200 staff. I produced in-depth call analysis reports for senior directors detailing service levels and Agent performance. I held responsibility for the recruitment of staff, their training and development and producing departmental budgets. Setting and regularly reviewing individual Agent goals was… Show more In this role, I managed the forecasting and planning team of 3 direct reports. I provided full analytical support for the various call centres within the business. This involved reporting on over 200 staff. I produced in-depth call analysis reports for senior directors detailing service levels and Agent performance. I held responsibility for the recruitment of staff, their training and development and producing departmental budgets. Setting and regularly reviewing individual Agent goals was also in my remit. I used workforce management tools, QMAX to predict future call volumes and staff resource to ensure KPI’s were achieved. In managing the team, I set and reviewed individual and team targets, assisted in coaching and developing their skills, and provided daily on going support and management of the team. Show less