Creating and managing colleague schedules for different business units within the contact centre and home-working teams.Created different schedules for colleagues to choose from to support their work/life balance.Working with Head of Operations and Customer Operations Managers to assess and negotiate colleague schedule change requests.All schedules produced adhere to the Working Time Directive.Chair weekly meeting to discuss future performance and any changes that are required.Work closely with Real Time team to ensure joined-up approach, responsibility and accountability.Support real-time management of contact centre operation.Supports scheduling administrator.Provide scheduling advice to the Human Resources and Recruitment.Working closely with Customer Operations Managers and First Line Managers to plan workloads in line with requirement and analyse results and performance.Regularly attends morning meetings with key stakeholders to advise of any issues in staffing and offers suggestions to help resolve the problem.Auditing and maintaining staffing information in Aspect.Update head count plans with up to date FTE figures. Advise of phasing of contracted hours for flexible colleagues.

Creating and managing co-worker schedules for two contact centres comprising of six departments, two physical sites plus a home-working team.Supporting Resource Planning Manager to produce headcount plans and long range forecasts. Working closely with team managers and team leaders to plan workloads in line with requirement and analyse results and performance.TotalView system administration and development. Liaising with NICE Systems to diagnose and fix WFM system faults and outages.Working with team managers to assess and negotiate co-worker schedule change requests.Assisting with real-time management of contact centre operation.Providing scheduling advice to the Human Resources department.Reporting and real time use of Nortel Symposium ACD.Creation and analysis of daily contact centre performance reports.Identifying and advising on overtime requirements.Assisting with the recruitment process.

Analyse intraday charts to identify any decreases in staffing and amend schedules accordingly to protect service level.Adding day to day requests such as one to ones, meetings, training and other offline tasks to schedules.Actively monitoring Real Time Adherence and reacting by adding/removing offline activities and checking that co-workers are doing what they should be at the allocated times and escalating to Team Leaders where appropriate.Responding to emails from supervisors/managers.Cross referencing payroll system (Kronos) and WFM system (TotalView) to identify and resolve discrepancies.Assisting co-workers in the use of Agent Web Station by explaining how to view schedules, request amendments and book time off.

Responding to customer contacts via telephone, email and web chat.Additional responsibilities including coaching, call monitoring, training, gift card processing and account reconciliation.Mentor for new starters from May to September 2006.

Answered customer enquiries about train times and about pension credit. Maintained a high standard of call quality throughout.

Assisted with basic learning targets of pre-school and carried out assessments to ensure the children met these targets.

Responsible for a child with a disability. Helped with basic literacy and numeracy skills with small groups of children.