Mark Shepherd Email & Phone Number

Glasgow City, Scotland, United Kingdom

Bellshill

• Responsible for scheduling and optimisation for all Lines of Business in Virgin Media estate.
• 6 weeks out until the day before
• capacity plans at week level and managing this from weekly plan to daily actuals
• 4,500 FTE across 11 sites covering frontline call handling, Sales, retentions, web chat, Social media and back office
• Engaging and supporting 4 outsource partners with design team
• 9 Direct reports – consolidated the team from 2 sites to 1 generating 150K annualized savings

Sky Park, Glasgow

TUPE transfer to CAPITA from Tef UK Ltd in Jul 2013

Sky Park, Glasgow

• Tupe transfer from Telefonica to Capita Contact Management Ltd in Jul 2013.Principle point of contact for O2 customer service Planning creating and co-ordinating budget plans using extensive business analysis and.
• 2,500 FTE across 6 sites covering inbound sales, early life and in life customer support for calls, email, webchat, mobile chat, social media and retail support
• 2 direct reports in forecasting analysis and business planning
• Strategic support models, budget setting and management – 3 years in advance to on the day
• Cost effective, dynamic Resource models
• Risk management, Contingency plans and what if scenarios

Falkirk, United Kingdom

• Promoted to manage strategic accounts division across multiple sites in the UK with key responsibilities in new business acquisition in May 2011Managing resource planning across multiple sites to deliver effective.
• 6 direct reports including a manager and analysts
• Resource models, budget forecasts
• Support for accounts from 50FTE to 700FTE
• Cost effective, dynamic Resource models
• Contingency plans and what if scenarios

Glasgow, United Kingdom

• Leading a team of resource planning analysts within the support services department with 2 direct reports and a total headcount of 6. The team provide critical guidance to RESPONSE across 5 sites and multiple clients.
• Building dynamic models of operational activity to provide cost effective resource plans flexible enough to adapt in a fast moving environment.
• Recruitment and Selection of the Resource Planning and Service Delivery teams.
• Technical implementation of IEX_WFM with real time feeds from Avaya acd, Genesys, Aspect dialer and client Avaya acds in virtualized routing environments. Built and maintained relationships across vendors, ICT.
• Creation of business and planning processes within the Support Services Team to ensure the effective transition from forecasting to on the day delivery.
• Integral part of the Management team identifying and driving our Organisational Design and business change to integrate the teams, systems and processes into all business areas.

Kirkcaldy, United Kingdom

Resource Manager across 5 sites and 4 departments. The departments were WFM (5 heads), Admin (3 heads), HR Admin (1 head) and Ops Reporting (1 head). Provided start to finish planning processes and operational MI for key clients. My key achievements were the introduction of the WFM planning team to the business and the creation of key performance and.

Airdrie

• Effectively modelled the operational activity to meet both beCogent and their clients’ business requirements by designing cost effective resource plans flexible enough to adapt in a fast moving and dynamic environment.
• Managed the largest beCogent client, taking full responsibility for all client and inter-departmental discussions and interactions.
• Deputised for the Resource Planning and Optimisation Manager across all 18 clients and 3 sites.
• Worked closely with the Recruitment team to ensure they were recruiting staff for the correct client on the right hours and shift patterns.
• Effectively maintained the resource planning tool (WFM) to ensure accurate reporting and planning.
• Acted as a Supervisor for the more Junior Resource Planners in the team, developing them to ensure business needs were met and there was succession planning.