Sam Thushy Email & Phone Number

United Kingdom

Greater London, England, United Kingdom

Deliver forecasting, tactical performance reporting, insight generation, and project execution for ASOS’s Customer Care team, supporting up to 1.2K FTE. Manage accurate staffing across three sites (in-house and outsourced) for seven global markets with varied opening hours, leveraging historical data for scheduling adjustments. Collaborate with stakeholders and vendors to develop effective scheduling plans, providing strategic guidance on business changes affecting future performance. Lead broader initiatives, including system implementations and large-scale employee training programs.● Implemented self-service lunch breaks, streamlining operations and improving efficiency.● Delivered a cost-saving analysis on global opening hours, leading to budgetary changes.● Led successful training programs for internal teams and external partners, ensuring service level adherence.● Standardised presentation templates across ASOS, enhancing communication consistency.● Analysed low-demand periods, reducing opening hours and achieving significant cost savings.● Strategically planned and executed a team transition for chatbot implementation, achieving a 38% increase in chat containment.

Asos Leavesden

Developed and maintained accurate short-, medium-, and long-range forecasts for the contact centre, optimising staffing and resource allocation using various methodologies. Utilised Calabrio WFM and Excel for forecasting and monitoring performance against key metrics. Implemented new processes to standardise budgeting and expand forecasting capabilities to previously unsupported areas. Provided actionable insights and recommendations to the management team to enhance performance and support strategic objectives.● Created forecasts with a 5-10% accuracy margin using data-driven methodologies.● Implemented a standardised budgeting process, improving financial planning efficiency.● Onboarded back-office functions into the forecasting process, expanding business support.● Delivered strategic business insights and recommendations for operational improvement.● Facilitated a successful contact centre transformation in 2020, leading to cost savings by implementing a new vendor ecosystem and a custom-built forecasting tool.

Managed workforce planning and demand forecasting using Avaya WFM, ensuring optimal scheduling and achievement of key performance indicators (KPIs). Developed strategic approaches to annual leave allocation, maximising resource utilisation during peak periods. Supported management in various initiatives and demonstrated technical proficiency by managing multi-skilled agent queues across multiple systems. Provided leadership in the absence of the supervisor, contributing to stakeholder meetings and critical decision-making. Delivered training sessions to new staff on WFM tools, enhancing operational efficiency and staff development. ● Optimised agent scheduling through precise demand forecasting, consistently meeting KPIs.● Ensured 100% utilisation of annual leave, effectively managing peak period coverage.● Acted as deputy manager, making data-driven decisions in high-pressure situations.● Led training programs on WFM tools, improving team proficiency and performance.● Spearheaded planning and resource allocation for high-profile sporting events, including the Grand National, Cheltenham, and Ascot races.