Stephen Pemberton Email and Phone Number

Provide capacity plans, 30 day outlook, 7 day, weekly, daily and interval data to Credit, Fraud and Payment Service operational areas within MBNA to ensure resource is effectively deployed in order to achieve operational goals• Provide the Management team with trend analysis on core KPI such as Call Handling Time and Call Volume for decision making purposes using Six-Sigma tools such as Control Charts and Manage by Fact using JMP software• Delegated level of authority to make decision on behalf of the line of business incorporating, budget, strategy decisions and operational effectiveness/efficiency measures• Provide direct support to Heads of Department and Department mangers to drive the operational model• Proactively identify strategic impacts of all major projects and bank wide strategy changes upon the line of business• Ensure that all new strategies and projects are evaluated in terms of their risk to both Operational areas and Workforce Management’s processes• Drive changes to the forecasting model though detailed data analytics and forecasting variance analysis• Provide centre of excellence guidance to ensure best practice across COO for Workforce Optimisation.• Detailed understanding of long and medium range contact drivers with the ability to translate these impacts in to workable forecasts• React and respond to business needs, providing detailed analysis of trends and patterns as required.

Responsible for the Creation and Maintaining of all CAO (Complaints Department) Capacity PlansForecasted future complaint volumes for both PPI and General complaints through trend analysis and regression.Developed an End 2 End Capacity Plan model which captured the journey of the complaintWorked closely with our internal Recruitment Partners to ensure hiring plans are aligned to capacity planning and within approved finance numbers, ensuring staffing levels are in the right place at the right time

Responsible for Capacity Plans, 30 Day and 7 Day Outlooks for Multi-Site Contact Centre across UK & Ireland with over 600 agents.Production of "what if" scenarios based on a number of variablesRegression analysis utilised to assess impacts of Product SalesProvide direct support to Heads of Department and Department managers to drive operational effectiveness Developed Business Cases to support Hiring Decisions