• Build and communicate short term staff capacity one week out deviation plans based on previous four weeks trends highlighting any risks and suggesting measures to help mitigate any of these risks.• Manage and build weekly WFM excel files to ensure optimum scheduling of resources 3-6 weeks in advance, providing valuable intraday reporting and insight, whilst sourcing a WFM system, ensuring that all breaks and lunches adhere to DSE regulations and manage the updates of all shrinkage, planned and unplanned.• Track using a master forecast file, weekly calls / web chat volumes, AHT, shrinkage, abandonment rate, attrition, workload and headcount. This allows us to see trends in the data and also factor in seasonality. This data is also used to help project future recruitment.• Maintain a resource tracker with all staff contract details, roster patterns, FTE, with any movements from recruitment to internal moves and attrition. Using this I balance out the rosters to ensure even coverage and back fill where required and also balance the agents to team manager ratios.• I manage a resource planning mailbox dealing with queries regarding shift swaps, holiday requests, and any manager queries.• Since starting at Acorn I have cultivated good relationships with the heads of departments, recruitment team, training team, IT department and the HR team, this has helped me develop my stakeholder management skills immensely.• Produce daily the previous day’s performance report to the operation via email and teams call summarising performance, key call outs, i.e unplanned shrinkage, spikes in AHT, call volumes etc.

Manage call performance and schedule adherence through WFM systems.Ensure percentage of calls answered, average speed of answer and averagehandling time are achieved by close, hands on performance management. Use WFM systems to update adhoc requests, absence management and trainingor offline events.Facilitate and implement solutions with the rescheduling and optimisation ofexceptions and offline time, to minimize impact on the call floor, to mitigatehotspots and maximize availability.Liaise with operations on service delivery issues, taking corrective action to meetservice level goals or to increase productivity. Chair daily meeting with Senior/Operations Managers, review performance,forecast accuracy and sickness levels to devise an action plan as necessary for thecurrent day/week. Ability to handle ad hoc requests via email and telephone and make accuratedecisions based on company policy and best practice procedures.Identifying key trends that may impact performance, ensuring that these aretaken into consideration when forecasting calls and staffing levels.

• I provided MI BAU assistance / consultancy to business areas across a call centre environment.• Delivering accurate MI within agreed service levels.• Developed technical skills such as Microsoft Excel, Access and Business Objects Desktop Intelligence, Infoview and CMS CentreVU telephony system.• Regularly review and challenge the validity of reporting within the call centre environment.• Regularly liaised with third party support teams to find ways of improving the delivery of the current reporting suite. This involved extracting data into a UAT test environment in Business Objects to make the report run quicker and be more accurate.• I led the migration of over 600 reports from Business objects V5 to XI R2.• Project managed & developed an online quality control tool and quality control report pack utilizing an online web based environment.• Managed a migration of over 300 reports to a web based distribution mechanism.• Managed a skills matrix and training plan for the team.• Improved my reputation and personal profile displaying excellent time management, organizational and communication skills.