Dan Gordon Email & Phone Number

Maldon, Gb

London, England, United Kingdom

Manage and coordinate venue operations, working with key stakeholders, including our venue operators and facilities management partners. Provide support and guidance to our operational partners in addition to driving improved financial and operational performance and ensuring adherence to contractual agreements. This includes the review and analysis of monthly performance and financial reports, and the management of KPIs. Also support tender processes and the exit, mobilisation and transition of operators.

Maldon, England, United Kingdom

I write about stadium architecture & design, function and history, and explore the importance of stadia to the world of sport.https://stadiagaga.com/Twitter: @stadiagagaI also write freelance articles about stadium design and technology for industry publications, including Stadia Magazine.

London, England, United Kingdom

Led an 18-head department across three continents responsible for Planning, Analytics and Technology functions within WorldRemit’s Global Customer Care division. Member of the Care Leadership Team, reporting to the VP of Customer Care, driving the evolution of our multi-site operation having established a number of significant improvements to our workforce management and planning processes, extended the quality and range of our insights and reporting, and delivered new technology for our customers and operational teams.

London, United Kingdom

Led the Global Customer Care Planning function as a member of the Care Leadership Team supporting in-house and outsourced multi-channel contact centres covering 1,500 FTE in 12 countries across Europe and the APAC region. Responsible for optimising the balance between staffing costs and service level performance with a remit to deliver over £3m in savings against an annual budget of £30m in 2020 through improved forecasting and agent utilisation.

London, United Kingdom

London, United Kingdom

Responsible for the Customer Services planning and analytics function for Lebara’s multi-channel contact centres, supporting six countries in nine languages. This included the provision and presentation of operational performance to the Senior Leadership Team. Member of a cross-functional programme team that planned and delivered the outsourcing of the contact centre from Central London to Bulgaria and India. Managed the governance process with our outsource partner. Responsible for the creation and management of the Customer Services annual operating budget of €7m.

Twickenham, England

Managed the planning of tournament time workforce requirements, working with all functional area managers across the organisation.Led the Workforce Operations programme, which provides workforce support services to 6,500 paid staff and volunteers during Rugby World Cup 2015.Developed and managed the Tournament Management System to support the volunteer recruitment programme and the workforce programmes.Responsible for managing the Workforce departmental lifetime budget and defining the HR/Workforce Tournament time organisational structure and policies & procedures.

Remote

Remotely managed ad-hoc workforce projects for the HR / Workforce department.Produced a headcount model for all paid staff for the lifetime of the organisation through until the end of 2018, including analysis, recommendations and a plan for the migration of all roles from the planning phase into Games time positions."I worked alongside Dan during the London 2012 Olympic and Paralympic Games. Dan was reliable, consultative, technically brilliant and always got the job done. Based on this experience, he was the first person I turned to when I needed support with a complex workforce planning project for the Gold Coast 2018 Commonwealth Games. Workforce planning within a multi-sport Games environment requires unique methodologies and a broad understanding of the Games context across all its component parts. Dan's knowledge and experience allowed him to deliver the project on time and to an incredibly high standard. Very few experts in the Games environment have the competencies and knowledge that Dan has and I have no hesitation in recommending him to organisations looking to bring authentic Games credibility, quality assurance and intelligence to their workforce planning program." - Jessica Platts, Head of Workforce (Human Resources)

United Kingdom

I provided mentoring support to individuals taking part in Careershifters' Pioneer course through social media and by contributing to the weekly review calls held with all participants.

Peterborough, United Kingdom

Responsible for the development of workforce planning in Thomas Cook’s retail stores, including the identification of a suitable Workforce Management system.Led projects to restructure the organisation by reducing cost and optimising workforce requirements across the network of stores as part of a UK transformation programme. The largest introduced a clustered management structure across 700 stores, working in collaboration with retail operations and human resources, saving in excess of £4m.

London, United Kingdom

Responsible for the planning, integration and implementation of workforce support services for the 5,000 strong workforce at the Aquatics Centre & Water Polo ArenaAs the manager of Workforce Operations, I was a key member of the Venue Management team during the preparation and operational phases of the Olympic and Paralympic Games and the four test events held between February and May 2012: FINA Visa Diving World Cup; British Swimming Championships; FINA Synchronised Swimming Qualification and Visa Water Polo International.

Led Workforce Operations & Planning activities during the Venue Operational Planning cycles for all Olympic Park competition and non-competition venues, working closely with the Venues & Infrastructure teams to scope workforce demand across all Functional Areas and ensuring operational requirements for the Workforce client group were met.Also acted as the Workforce Planning representative for several Functional Areas (including Event Services, Transport and Venue Management), ensuring a consistent approach across all London 2012 venues and providing the central source of workforce data.During July 2011, I was the Workforce Operations Manager at the Hadleigh Farm Mountain Bike International, part of the London Prepares series.

Led a call routing team, working with operational stakeholders and technical support teams to design routing strategies to make cost-effective use of resources by directing customers’ calls to the right place first time.Responsible for improving customers’ experiences through call routing and self-service systems and the journey to an appropriately skilled advisor.Identified opportunities for operational savings, which I raised and managed as business improvement projects, driving savings of £1.2m in Sales and Customer Service functions.

Managed BT Retail’s National Resourcing Centre for Sales, resourcing a number of work-streams in a multi-site organisation across BT’s UK contact centres and outsourced and remote-sourced partners.Led teams dealing with long-term capacity planning, short-term forecasting of contact volumes, scheduling of appropriately skills advisors and real-time performance monitoring. Leading a group of 40 managers and analysts.

Led the creation of a new resourcing function for all back-office activities both written/email correspondence, offline referrals and queries generated via BT.com, across multiple functional areas in our UK and our remote-sourced centres to help optimise the use of available resources and keep back-office volumes under control.Managed the planning of Training for all BT Retail contact centre advisors, working with functional leads and resource managers to minimise impact to online performance, internal clients to agree priorities, programme managers to understand requirements and our training design and delivery organisation.

Managed the Forecasting and Scheduling team for the Billing and Enquiries organisation. This role focussed on the scheduling of appropriately skilled resources to our forecast demand volumes via our workforce management tool, Vantage Point.

Led teams of Data Analysts and Quality Co-ordinators within an outsource organisation working on behalf of major financial institutions.Developed a reporting suite of Key Performance Indicators for the management and clients of the Operations organisation, which included Contact Centre, Data Processing and Print & Mail departments.Managed the development of the Quality Management System and ensured continued registration to ISO 9001:2000 in 3 sites in the UK and Germany.Set up and managed the forecasting and resource planning function within a 700 head contact centre.

Maidstone

Bsc, Statistics

Education record