Nick Targosz Email & Phone Number

Glasgow, United Kingdom

• Complete responsibility and ownership for both of the Resource Planning and MI operational delivery teams.• Senior member of the management team being the single subject matter expert in all aspects of resource planning and MI covering the strategic and technical operational way forward.• People manage, recruit, support and develop two teams of a variety of levels from junior analysts to team managers across a wide mix of skillsets and roles.• Articulating complex plans and data in a simple, effective and concise manner to senior stakeholders.• Ongoing training needs and skill gap analysis within my teams including objective and development setting and implementing internal quality monitoring and checks.• Management and prioritsation of an inventory of over 100 MI reports covering operational dashboards, performance reports, SLA trackers for publication from Ops Management to Board level.• Maintenance of multiple data sources, applications and technologies including SQL, VB, Tableau, Lotus Notes Db, Mongol Db, SAP Bus Objects, Python, Excel and Powerpoint.• Performance reporting and data reconciliations for external parties (FCA and outsource partners).• All Resource Planning Manager workload (see below)

Glasgow, United Kingdom

• Drive the optimal resource solution for +3,000 FTE and £1 billion budget across multiple sites and 3rd party outsourcers across multiple channels including telephony, back office and digital.• People manage, recruit and develop a team of Resource Planning Analysts to provide short to long term statistical forecast modelling covering workload planning, shrinkage targeting, FTE/recruitment required and financial planning.• Own and define the entire planning cycle including standardising processes, ongoing improvements and implementing best practice across all channels and business departments.• Create long range statistical forecasting models/scenario building for all operational areas including presenting the outputs (SLA’s, performance, financials) and recommendations to a director level.• Integrate and align all forecasts and planning strategies with internal (e.g. Operations, Finance, Change) and external stakeholders (e.g. FCA, outsource partners).• Manage and govern outsource partners, including target setting and weekly performance reviews.• SLA monitoring and reporting, presenting weekly dashboards with analysis to senior leadership team.• Create content and presentation materials for submission to a board level.• Provide recommendations to drive efficiency within the operation and protect service levels.• Engage with the other internal planning teams sharing best practice methods and experience.

Glasgow, United Kingdom

• First Resource Planning Manager within the organisation. Responsible for sourcing and implementing all relevant technology, staff, structure and processes. Covering a single site of 500 FTE.• Project management of the install of the NICE IEX WFM application, including telephony integration, system setup/configuration, coordinating training and liaising with all relevant stakeholders.• Continued ownership and responsibility for the NICE IEX WFM system including administration, structure definition, inputs, outputs and user access privileges.• Recruit, manage and develop a team of Resource Planning Analysts to provide demand forecasts, workforce schedules, real time analysis, workforce optimisation, training needs and capacity plans.• Management of daily service levels, proactively responding to challenges on the day.• Formally propose areas for improvement by reviewing existing business processes and potential productivity gains. During the first year my recommendations resulted in a 20% increase in workforce efficiency and capacity.• Own and optimise long term forecast and headcount budget process by centralising and standardising forecast methods. Present long term budget, forecasts, headcount, recruitment, training and capacity plans to senior management and director level.• Ongoing staffing reviews including staff scheduling, workload planning, training and skill optimisation.• Provide daily statistical performance reporting by building and maintaining a bespoke suite of MI dashboards and analysis. These covered +75 metrics including various SLA’s, historic performance, current trends and future business developments.• Point of contact and relationship management for various external vendors and suppliers, including NICE, Netcall and SATMAP.• Engaging and educating stakeholders across the business with strategic resource planning best practice and proposing workforce efficiency improvements.

Glasgow, United Kingdom

• Own the design, build and continuous development of statistical long range demand forecasting models and processes across a +5,000 FTE, multi-site, multi-national, omni-channel environment including contact centre, IVR, online, mobile app, and retail channels.• Manage relationships with offshore partners by communicating demand and resource requirements.• Collate, analyse and report on data across a variety of platforms including, SAP Business Objects, Adobe Omniture, MS Access and a high level of MS Excel including VBA.• Highlight and feedback to the business emerging trends and demand impacts across all channels through periodic reporting and meeting schedules.• Define correct level of resources and capacity that are needed to cope with the long range demand forecasts and budgeted Service Level and KPI’s.• Liaise with internal stakeholders to confirm any future plans impacting demand planning models, providing feedback and recommendations.• Provide demand distribution reporting framework to assist in management decision making.• Assist the Demand Planning Manager in preparing and delivering presentations at a senior management level.

Glasgow, United Kingdom

• Long range demand forecasting, modelling and time series analysis using a combination of QMax workforce management system, IBM SPSS and MS Excel for a portfolio of over 20 clients including the Department of Health, British Medical Association and Royal Bank of Scotland.• Full administration of the QMax WFM system including reporting, workload scheduling, workforce optimising and general system maintenance.• Workforce scheduling, recruitment and training planning across a multiple site environment.• Full control of all Resource Planning processes driving continuous improvement.• Daily sales and MI reporting detailing various targets, efficiencies, SLA and budget performance, providing feedback and recommendations for improvements to efficiency and cost cutting.• Creation of dashboard style analytical reporting systems assisting management decision making using a high level of MS Excel implementing Visual Basic, macros, lookups and pivots.• New business setup proposing realistic solutions including calculating resource requirements, recommendations, workforce costs and implementing delivery of new services.• Management of the Callmedia ACD reporting suite across an Avaya telephony network.• Calculation of budgets in line with long range forecasts.• Capacity, overhead and cost planning based on long term forecasts.• Liaising with external agencies, providing them with targets and ensuring these targets are met.

Glasgow, United Kingdom

• Complete management of MI reporting structure, streamlining and automating all relevant processes from Access databases to final web page based intranet reporting suite and SharePoint.• Collection of raw data from a variety of sources including MS Access and SQL databases, Avaya telephony systems and QMax workforce management system.• Qualitative and quantitative report writing for a variety of external clients.• Trend analysis, highlighting areas of concern or praise with recommendations if required.• Daily monitoring and recording of contracted targets, escalating any concerns.

Glasgow, United Kingdom

• Point of contact for external clients.• Provide cover for Account Managers in their absence.• Liaising with stakeholders to ensure performance targets are being monitored and adhered to.• Support the new business process by providing input and analysis into large scale tender documents.• Adhoc requests from the Account Managers and external clients.

Glasgow, United Kingdom

• Data inputting from hardcopies into various MS Access databases.• Performing database maintenance with to rectify data errors and archive old data.• Reporting and querying the databases to provide data for MI reporting.

Bachelor Of Science - Bsc

Education record