Martin Johnston Email and Phone Number

Adding a desirable skill set to the team I bought strong MS Excel capabilities, an analytical approach where large data-sets were involved and data visualisations to broaden strategic and marketing insights. Coupled with strong interpersonal skills, I brought a unique and personable style that allowed for ease of communication with senior stakeholders and the cultivation of an engaged network. Systems and reports were used to obtain statistics to enable the analysis of event trends and… Show more Adding a desirable skill set to the team I bought strong MS Excel capabilities, an analytical approach where large data-sets were involved and data visualisations to broaden strategic and marketing insights. Coupled with strong interpersonal skills, I brought a unique and personable style that allowed for ease of communication with senior stakeholders and the cultivation of an engaged network. Systems and reports were used to obtain statistics to enable the analysis of event trends and delegate behaviour. A key part of the role has also been in building relations with 50 presenting cohort companies and with sponsors in order to aid overall event planning. Show less

In May 2017 I was officially promoted to the role after deputising for incumbent for over 12 months, helping to lead the team which is responsible for ensuring contact centre operations achieve business measures. I retained responsibility for performance of Scheduling Analyst role (below) while recruitment is ongoing.On a day to day basis I monitor all elements contributing to the ‘shrinkage’ business performance measure; taking investigative action in liaison with relevant business… Show more In May 2017 I was officially promoted to the role after deputising for incumbent for over 12 months, helping to lead the team which is responsible for ensuring contact centre operations achieve business measures. I retained responsibility for performance of Scheduling Analyst role (below) while recruitment is ongoing.On a day to day basis I monitor all elements contributing to the ‘shrinkage’ business performance measure; taking investigative action in liaison with relevant business areas when a concern is identified. I also maintain workforce scheduling system to ensure optimum quality in data which informs wider MI and shrinkage reporting; handling incoming enquiries from business leads querying particular figures.My remit also includes analysing and investigating any flagged issues, liaising extensively with MI team to identify root cause. I deputise in absence of Workforce Scheduling Manager including attending weekly performance meetings with senior management and stakeholders and providing leadership and delegation to team members.Throughout the past two years I have played a key role in ongoing move from Aspect Workforce Management system to Genesys including communicating directly with Genesys representatives. I was integral in preparing operations in France for the transition including building system configuration to reflect regional needs and highlighting shortfalls in functionality. Show less

I secured promotion to this higher grade role within the scheduling team, working within a team of 5 to help resourcing teams in all UK contact centres deliver individual site performance via use of performance data. In this role I utilised a range of databases, systems and MI reports to extract, translate and distribute relevant information. I also assumed responsibility for ‘Regional Areas’ which encompassed operations in France, Jersey, Malta and the MENA region; liaising with site support… Show more I secured promotion to this higher grade role within the scheduling team, working within a team of 5 to help resourcing teams in all UK contact centres deliver individual site performance via use of performance data. In this role I utilised a range of databases, systems and MI reports to extract, translate and distribute relevant information. I also assumed responsibility for ‘Regional Areas’ which encompassed operations in France, Jersey, Malta and the MENA region; liaising with site support teams in each global location to provide guidance on how to maintain their staffing levels, hold regular performance management calls, and address any arising specific concerns.In addition, I undertook responsibility for scheduling of ‘investment time’ in MENA region; planning when and for how long each contact centre department could utilise their entitlement to perform coaching / hold meetings etc. I also deputised for Scheduling Assistant Manager for over 12 months when the incumbent stepped up to cover for the Scheduling Team Manager during a period of extended absence. Show less

In 2009 I transferred to resourcing team with responsibility for managing and maintaining resource levels within the Edinburgh contact centre including processing holiday requests and calculating entitlements for 500+ staff. I ensured all new staff understood their entitlement and holiday request process, and produced and distributed complex daily MI reports to help inform senior level performance monitoring. I also accurately updated workforce management systems with data such as coaching… Show more In 2009 I transferred to resourcing team with responsibility for managing and maintaining resource levels within the Edinburgh contact centre including processing holiday requests and calculating entitlements for 500+ staff. I ensured all new staff understood their entitlement and holiday request process, and produced and distributed complex daily MI reports to help inform senior level performance monitoring. I also accurately updated workforce management systems with data such as coaching slots and team meetings.My remit included analysing and investigating arising issues such as queries raised by Team Leaders relating to codes used by agents and ensure a high level of overall schedule adherence across the centre. I monitored real-time data to swiftly query and resolve any arising alerts (i.e. late-coming / extended breaks), and worked to identify and implement process improvements such as setting up macros and look-up tables in Microsoft Excel which would strip out irrelevant data from compliance reports and generate user friendly information which could be sent to managers (reducing processing time from 60 minutes to 10 minutes). During this time I personally identified that an earlier change in HR policy had resulted in a change to holiday entitlement and salary level for employees on term-time contracts; I highlighted this to relevant colleagues and contacted all other UK contact centres to enable revisions to be implemented. Show less

I was selected for promotion to cover a period of maternity leave, undertaking similar duties to those in my Resourcing Officer role but at a more detailed and senior level. I reported to the site’s overall Operations Manager and held oversight of a colleague.In the position I was responsible for ensuring appropriate risk management and internal control; performing daily checks on flagged issues and confirming obligations such as bi-annual fire drills were carried out. I drove accuracy… Show more I was selected for promotion to cover a period of maternity leave, undertaking similar duties to those in my Resourcing Officer role but at a more detailed and senior level. I reported to the site’s overall Operations Manager and held oversight of a colleague.In the position I was responsible for ensuring appropriate risk management and internal control; performing daily checks on flagged issues and confirming obligations such as bi-annual fire drills were carried out. I drove accuracy in output of administration team by auditing employee records and ensuring changes to working hours, grades etc. were updated in an accurate and timely manner. Among my successes I delivered 99.2% operational quality in 2013; this fell to 89% in 2014 after my secondment ended. Show less

Each year I assisted in event planning, including attending briefings with diverse stakeholders, and provided support on the day; such as updating spreadsheets, meeting / greeting delegates, taking payments, setting up venue, answering incoming enquiries and general ad hoc troubleshooting.

I started HSBC at an entry level position and secured promotion to join the internal training academy with responsibility for overseeing new staff in the period immediately after completion of classroom training including listening in live to calls, answering queries, scoring calls, providing feedback, and developing and delivering refresher training back in classroom. I also maintained a comprehensive and up to date personal knowledge of all types of call, relevant legislation, changes to… Show more I started HSBC at an entry level position and secured promotion to join the internal training academy with responsibility for overseeing new staff in the period immediately after completion of classroom training including listening in live to calls, answering queries, scoring calls, providing feedback, and developing and delivering refresher training back in classroom. I also maintained a comprehensive and up to date personal knowledge of all types of call, relevant legislation, changes to process etc. to ensure the knowledge I cascaded was accurate. Show less