Jonathan Oldroyd Email & Phone Number

Wakefield, England, United Kingdom

Wakefield, United Kingdom

Leeds, United Kingdom

o Resource Planning Team ManagerResponsible for managing a team of two analysts and accountable for the end to end resource planning operation of a 150 head contact centre including real-time management, scheduling and planning, contingency planning and employee engagement.

o Demand Modeller – jointly responsible for creating, maintaining and developing explanatory forecasts using a variety of established methods, providing long range FTE plans for operational management e.g; recruitment and training.

Pudsey, Leeds

Forecasting claim volume, average handled times, shrinkage, staffing levels and abandonment rates in order to create a best possible course of action ensuring staffing needs are met for customer calls to be answered within service levels

Resource planner for a service centre of 150+ heads accountable for ensuring adequate staffing levels maintained in order to achieve service level agreements. Able to review shift needs in line with meeting client service levels. Creating and maintaining management information ranging from individual productivity to board level business performance information. Regularly demonstrate systems and team capabilities to potential and existing clients, in particular the ability to cover long range forecasts and intra-day planning. Advanced with Q-max and MS Excel. Responsible for creating operational management information from specification to completion and operational use, adapting as needs arise.

Ba (Hons), History

Ba (Hons) History

A Levels, History

'A' Level History, English Lit and Psychology