Set up Resource Planning department for a new start company.Interview and recruit 5 Resource Planning staff over three sites.Direct the Resource Planning department in implementing, managing and forecasting staff levels in accordance with business requirements.Review work patterns, make recommendations and where necessary justify those recommendations, selling the benefits of change to the operations management.Evaluate and make recommendations/proposals regarding the best utilisation of resource availability, specifically for the medium and long-term planning.Develop scenarios for long term resource plans to ensure optimal recruitment, by site and for either in-house or external resource.Ensure staffing “hotspots” and periods of under utilisation are identified and recommend methods to alleviate the hotspots” or build plans to ensure the profitable use of low utilisation periods.Advise and update Senior Management with call centre performance levels, either by reports or verbal communication.Represent the Resource Planning department by attending Team Leader/Operational management meetings. Monitor and review reporting regarding performance of individual advisors and where necessary sell the benefits of change to staff on a ongoing basis.Make recommendations/proposals regarding reporting enhancements and implement as required. Maintain databases.Provide line managers with Management Information regarding sales conversions, knowledge levels and call handling performance.Assist Resource Planning Manager with strategic studies on improvements, planning and development within operations. Complete trend analysis, highlighting anomalies and investigate underlying reasons.Produce and follow up work from any anomalies discovered with standard trend analysis work. Identify areas of possible concern and develop reports, highlighting issues and proposed solutions.

Rota Creation using TCS masterfiles and workfiles.Maintaining and updating exception accounting and historical data. Forecasting and scheduling using TCS Scenarios.Meridian (Auto-Call Distribution system) Report maintenance customised and schedule reporting. List and report creation, printing reports. Analysis of ACD statistics and workforce management data. Ensure Service Level agreements are met in all areas, using correct manning levels, shift changes and allocation of overtime. Liase with other departments to ensure best use of resources. Creating, compiling and completing client external reports and internal reports using Meridian (Max), databases, excel, word and PowerPoint. Ensure complete accuracy and distribution to clients. Record and maintain staff holidays, sickness and absences. Deal with all enquiries from staff and management by telephone, e-mail, open discussion and reports. Attend and report company performance in weekly operational meetings.

Maintain the efficient operation of the Telephone Sales Department. Train, motivate, direct and coach all staffing in implementing marketing objectives to ensure achievement of the company revenue targets.Responsible for 70 call agents handling 1 million calls per annum. Development of “Buzz Sessions” improving ranking in monthly mystery shopper national survey from 12th to consistently achieving a position in the top 5 each month for one year.Rota development and maintenance; ensuring correct manning levels for call volumes. Creating and distributing reports for up line management.

Supervise check-in and ticket desk staff, ensuring customers handled efficiently and professionally.Rota creation and maintenance, ensuring staff levels correct. Recording sickness and Absenteeism. Authorising and recording holiday requests and shift swaps. Authorise taxi, hotel accommodation and ticket changes. Control flight closure, on load standby passengers. Train and coach agents in the latest procedures.Troubleshoot and deputise for the Airport Manager. Creating and distributing reports for up line management.

Quote fares and issue tickets for domestic and international airline journeys.Make computerised reservations and handle general enquiries. Computerised and manual passenger check-in.Board, meet & greet passengers, handle first contact lost luggage reporting. Complete load sheets’, ensuring that the aircraft weight and balance is safe for departure and within CAA regulations. Liaise with flight deck via ground to air radio. Maintenance of small team rota ensuring department coverage.

Computerised airline seat control and allocation ensuring each flight is as profitable as possible on departure.Log daily sales figures and calculate monthly percentage sales figures. Responsible for inbound/outbound flights, liaise with aircraft engineers, crew, caterers, check-in and baggage handlers to ensure aircraft turnaround targets met.Advise passengers handling of delays and diversions. Ensure H.M Customs paperwork submitted correctly for aircraft carrying international duty free bars.Control of Group reservations, allocating large number of seats ensuring that each flight is at its most profitable.Computerised airline and hotel reservations.Calculate worldwide fares and issuing airline documents. Handle customer enquiries by telephone and letter.

Licence bus routes. Cost drivers hours. Calculate point-to-point fares. Proof reading. Prepare and design artwork for printing Letraseting and stencilling promotional material. Micro computing (WordStar).Control timetable mailing list. Handle complaints and enquiries.Place adverts in the media.