Carl Meredith Email & Phone Number

Liverpool, England, United Kingdom

Liverpool, United Kingdom

• Build New Resource Plans for setting up a new call centre – Build and implement new resource plans for a new centre, as part of a business exit strategy from a site in another part of the country. This included calls with the recruitment team, to make sure headcount plans were on track. • Build a new WFM system from the ground up, and implement a Scheduling review to meet business requirements – As part of this process, a full scheduling review was under taken for the new centre, to identify where the new agents needed to work for maximum efficiency. To enable this, a new WFM system was build so that agents could be managed as effectively as possible.• Provide effective MI and facilitate meetings with Business Heads to ensure business success – Once this was up and running, plans were put in place to ensure all MI was effectively reported, and managers could access this when it was needed. Additionally, the WFM system was linked to the telephony system, to ensure Real Time adherence.• Lead the day to day Scheduling and Real Time operation – Since a reorganisation in Jan2023 – Undertook full responsibility for one area of the business from making recommendations around recruitment to managing the day to day schedules and Real Time operations of a busy call centre environment.

Manchester, United Kingdom

• Take On of New Service – Ensure new products and services coming in to Digital have the appropriate support in place following the Banks Incident Management Framework.• Forecasting – Build and maintain a forecasting model used to support effective planning of resources in the Digital Environment. Reporting regularly to senior stakeholders.• End of Month – Effectively plan and support end of month activity across the Live Service team, to ensure the Bank’s Digital systems are all up and running. Act decisively if resolution action needs to be taken.• Building and Developing Relationships – Build and nurture relationships across the businesses including senior stakeholders.

Liverpool, England, United Kingdom

• Supply and Demand Planning – Built a robust supply and demand model for c.700 FTE, by extracting data from different sources. Delivering an on-budget end of year headcount.• Recruitment / Attrition Planning – Maximised business resource and minimised waste by planning upwards of 20 recruitment courses across 3 businesses, in a timely manner, and tracking attrition to make the right decision from a customer point view and cost to the business.• Budget Planning – Built Long Term plans (12 – 18 months) for 3 businesses enabling the development of a long term robust Resource Demand Plan that can then be used to secure annual budget from Finance, whilst tracking performance against it.• Data Analysis - Extract volumetric data reports from various sources and provide robust data analysis on it, providing insight and recommendations based on the output.• Scenario Planning – Undertake In depth analysis on high volume data, utilising various data sources. Provide multiple solutions including modelling and detailing key assumptions to ensure fit for purpose, allowing a clear understanding of the impact and provide the ability to track delivery against this. • Building and Developing Relationships – Ability to build and maintain relationships with others including Senior Business Heads and colleagues within my own team. Co-ordinate and manage the meetings with Business Heads, ensuring any actions were documented and followed up. Continued to manage those relationships effectively, on an on-going basis.• Continuous Improvement – Adapt plans at short notice to enable change wherever possible. Able to accommodate plans for both short term and longer term strategic changes.

Liverpool, United Kingdom

• Process Measurement - Application of PADS qualification to be able to provide robust and detail measurement of standard Bank processes and their associated Realistic Expectations of time to complete.• Impact Assessments – Understand the impact of implementing business change, and how that is likely to impact upon the business.• In Depth Analysis – Take volumetric data and provide an in depth analysis on any processes and associated FTE calculations.• Continuous Improvement - Identify and realise FTE benefits within a process.• Modelling and Scenario Planning - Develop new models to demonstrate FTE impact based upon historic trends.

Liverpool, United Kingdom

• People Management – Effectively manage the day to day needs of a team of 12 front line agents including attendance and under performance issues.• Motivation – Develop a highly motivated and effective team that strive to provide the best for the customer.• Coaching and Developing People – Use one to one coaching to develop the team and bring the best out of them in order to provide outstanding customer service.