• Create and maintain robust forecasting models and provide accurate staffing requirements across a multi-channel and multi-site operation• Analyse data, review for opportunities and make recommendations to stakeholders for strategic capacity planning and shift reviews• Key role in Regional Leadership Team contributing to strategic business plans • Functional lead for WFO replacement program (Verint v15.1)• Drives continuous improvement by leading and supporting operational teams to effectively handle the customer experience• Modelling new business requirements and producing ‘what if’ scenarios for a range of service options• Proactive quantitative analysis of forecasting and realisation of assigned planning• Provide insights by means of periodical and ad hoc reports and / or analysis

• Forecasting call volumes from long term through to short term by 15 min intervals across a multi-channel and multi-site operation• Analyse data, review for opportunities and make recommendations to stakeholders• Drive continuous improvement by leading and supporting operational teams to effectively handle the customer experience• An active member of the Reward & Recognition working party which implemented the Associate Choice Awards within Customer Service during 2014. Provided creative and analytical value to the group by designing the nomination forms, creating the database to store and report on nominations and creating the weighted scoring matrix for each category.

• Manage the intraday process following enhanced RAG guidelines• Create, modify and produce accurate and timely reports for all areas of the business, from the Board of Directors to frontline agents• Manage the holiday booking of frontline associates• Project managed the annual business continuity test with Sungard liaising with numerous internal departments to arrange details from hardware and software tests to transportation between sites. • Recognised the need for, and created, a database to combine the additional sales and order details from two disparate platforms providing a one stop tool capable of 3 dimensional reporting.