Michael Smith Email & Phone Number

Homeworking

Kirkby, England, United Kingdom

Preston, United Kingdom

Set up resource planning for new division involving scheduling and analysing newly established data. This involved creating reports in Excel for shrinkage and attendance while researching how to extrapolate the data required.Manage achievement of SLA performance and appropriate allocation of resource within designated operational areas using resource planning methods and estimations (back office).Maximise operational performance through optimisation of scheduled activities by providing attendance and shrinkage validation and reporting against planned schedulesCommunicating and presenting to management when issues arise or discussing future planning arrangements and changes

Preston, United Kingdom

I was responsible for scheduling training, meetings, coaching etc at times where GOS will be least affected along with scheduling efficient shifts for the agents. This required good communication with the trainers, agents, team managers and operations to ensure the best scheduling was performed. My role also involved the Duty Manager where I managed agents activities ad hoc in order to drive performance to deliver service at interval, daily, weekly and monthly frequencies. This involves optimising all resource where required across Online/Offline and Support functions by recommending when meetings or training needed to be changed due to unexpected call volume. My role ensured best use of skills to manage work streams effectively. I also monitored adherence and agent behavior to ensure delivery against schedule so productivity was maximised.I worked with different stakeholders such as Ops managers, training depts, Team Managers to provide information required or raise issues over suggested improvements. This could involve absence reporting, shift swaps required, overtime hours worked, training programmes, holiday hours taken. My reliability, communication skills and friendly nature were assets I bought to the role to bring the best out of agents I worked with. I have the ability to work independently and use my own initiative to prioritise tasks whilst working under pressure meeting tight deadlines.I use Avaya and Verint Impact 360 Workforce Management to monitor adherence and AHT while optimising resource for other departments and ensuring Service Level is met.

Preston, United Kingdom

Responsibility of setting up a planning and scheduling section for a new part of the business. This involved working with IT and the current planning section to get all the required software and services required to make the operation run smoothly.Monitoring call volume and pattern in order to construct new timetables to cover times of day where agents are needed to improve service level in most efficient way. I am also taking ownership of some offline schedules to ensure support is available at all times. Recording and keeping track of FTE along with updating details of leavers and startersProviding absence/overtime and other reports for over 300 employees Data handling and manipulation using ExcelTraining classes remotely across the internet using Lync. Teaching team managers in one to one and classes on how to obtain information or carry out team management activities.

Take incoming calls which I did in a fast and efficient time to meet and exceed targets of low AHT, high adherence %.

Master'S Degree, Electrical And Electronics Engineering

Activities and Societies: I joined the Lancaster Grand Theatre Technical team in order to assist with the sound and lights during.

Bachelor Of Technology (Btech), Electrical And Electronics Engineering