Wayne Norton Email & Phone Number

Basingstoke, England, United Kingdom

Hove

Resource Planning & Interim RP Management specialist

Bexhill

Kensington

Dorking

• Introduce and embed resource planning principles to new dual site Retirement Information contact centre
• Work with 3rd party cloud partner to roll out Liveops telephony system & reporting suite
• Build environment & train staff and management in cloud based version of Verint Impact 360 workforce management system
• Introduce inbound performance management culture (existing staff previously outbound agents)
• Set up rotas, daily/weekly/monthly reporting & facilitated a morning review/preview meeting with the management team
• Impact assessments for multiple process changes; led opening hours review & analysis

Farnborough

• Introduce Capacity planning methodology to the collections department
• Engage with Senior Leadership team to embed model as an operational tool, gaining buy in and trust in the numbers
• Set up data flow from HR, Training, Recruitment, MI functions; ensuring validation and constant updating of relevant information
• Establish end to end link from real time/dialler team, via forecasting & scheduling, through to budget process
• Impact analysis assessments for projects and new business acquisitions

• RP manager for 4 sites; building a centre of excellence approach
• Challenging existing set up; introducing tried and tested planning methodology; whilst transferring planning function into an independent standalone function
• Introduced fully blended front & back office environment model & drove multi-skilling to flex resource across the directorate
• Implemented fact based capacity planning to feed full circle in to the budgeting, training and recruitment cycles
• Led upgrades of workforce management systems and contributed to review of existing systems/recommendations for new systems

Crawley

Southampton Uni Ba Comb Hons, History & Politics

Education record