Michael Messenger Email & Phone Number

Romford, Gb

Brentwood

• Maintain the integrity of the MI Process with detailed review and data cleansing to ensure all data and reports are accurate, current, complete and consistent.• Review processes, suggest and implement improvements and solutions.• Provide general advice and analysis to internal business customers and develop overall business knowledge to facilitate this function • Holiday Management and Shift optimisation for the Consumer Division.• Ensure reports are completed within the specified requirements and the agreed SLAs and ensure the requestor understands any limitations• Prioritisation of regular and ad hoc reporting to satisfy external and internal customers• Production of daily Heatmaps identifying staffing surplus and shortfalls. Making recommendations of staffing availability and support to backfill.• Analysis and interpretation of underlying data to support management with decision making, including root cause analysis

Harlow

• Create, agree, release and optimise rolling schedules for the care of patients across multiple geographic regions, therapies and service lines.• Building and releasing a weekly view consisting of 5 weeks of shifts and 2 weeks of patient visit schedules for each nurse.• Participate in the ongoing review of actual nurse activity against plan and looking into the causes of variances• Creating a better work/life balance for nursing staff whilst still ensuring patient visit coverage.• Balancing Holiday, Day Off Requests, Training and other shrinkages against staffing requirements • Interpreting the best travel routes for fulfilling patient demand• Building MI reports to understand staffing gaps and performance issues.• Conduct handover sessions with the scheduling & nursing management team to share key drivers of the operational plan and highlight built in contingency resource.

Romford, United Kingdom

Job Role – Performance Analytics• Accountable for delivery of Key Performance Indicators (Cash Collected, Conversion Rates, Average Call Handling Time, Payment Promises, Promises Kept • Accountable for Service Level Agreements (Abandon Rate, Outbound Right Party Connects• Balancing Inbound Telephony Resource Requirement against Outbound Right Party Connect Target• Liaising daily with Planning and Real Time teams to challenge performance and ensure the right balance of resource across multiple brands.• Ability to depict raw data and analyse trends to help improve efficiencies• Performance Forecasting for the planning and organization of resources• Demonstrate Key Behaviours • Develop performance strategies to ensure the department delivers continuous improvements• Tracking outputs against forecasts, understanding where and why variances occur and providing appropriate rationale and solutions when required. Create and produce MI packs for all levels of management to support making informed decisions.• Willing to share ideas, successes and problems, to promote an open & honest relationship within the team as a whole.• Projects a fast moving, confident and enthusiastic ‘can do’ approach towards achieving resultsJob Role – Resource Planning/Workforce Management• Capacity Planning for the handling of 3000+ Daily Inbound calls and further planning for outbound call targets• Management of schedules for 250 FTE staff across three departments• Holiday Management for 250 FTE staff across three departments• Holiday Management for 18 Team Leaders across three departments• Managing Senior Management expectations of service – indicating hotspots of resource, overtime requirement and SLA predictions to help manage the department

Education record

Education record