William Simpson Email & Phone Number

Newcastle Upon Tyne, GB

Newcastle Upon Tyne, United Kingdom

Sunderland, United Kingdom

Gateshead

Newcastle Upon Tyne, United Kingdom

Short term contract to assess and improve invoicing processes in order to increase revenue through improved ability to identify chargeable activities.

One of the founding members of new Procurement team, moving the department from an administrative purchasing team to a strategic Procurement function, culminating in winning the CIPS "Most Improved Purchasing Operation: Start Up" award in 2012.Responsible for identifying data sources, enriching and transforming data and designing MI delivery mechanisms to.

• Directly responsible for 10 FTE covering all MI and forecasting, System Administration (ACD, WFM, Real Time Adherence) and Scheduling/Real Time Management.
• Responsible for all forecasting of resource requirements for new business pricing.
• Responsible for forecasting FTE demand for all Call Centre and Back Office functions including long term hiring plans.
• Responsible for relationship with outsource partners used to handle seasonal / one off call spikes.
• Reorganised department with a focus on increasing robustness through documented procedures and cross training within department to avoid single point of failure.
• Reduced complexity of call centre call routing in order to aid real time management of service level through resource re-allocation.

• Responsible for forecasting Inbound and Outbound Volumes across 6(+) multi national Call Centres, 600 FTE.
• Responsible for forecasting FTE demand for all Call Centres.
• Responsible for designing Hiring Plans to meet demand at global level.
• Designed Variance Reporting for each dialler job to understand which assumptions were driving variances in actual to forecast demand.
• Responsible for monitoring and forecasting Intra Day profiles.
• Designed and implemented new forecasting methodology, resulting in forecast accuracy moving from 15-20% to 5%.

• Originally interim 6-month contract to review Resource Planning and MI functions.
• Responsible for all Operational Analysis, Forecasting, Rostering / Scheduling.
• Designed Adherence Reporting and Exception Reporting to allow tracking of agent activity during working day.
• Responsible for team of two, Database Developer, Forecasting Analyst (Resourcing).
• Undertook analysis of potential new business to understand projected costs, pricing and resource requirements over 5-year contract life for two major contracts.
• Designed and implemented new forecasting methodology.

• 6 Month consultancy contract
• Advising on call centre technology tender documents, ACD, WFM, call recording software.
• Collection and verification of “As is” and “To Be” volumetric data in conjunction with process design teams.
• Construction of interim resource planning spreadsheet including:
• Hourly Intra day forecast of FTE, shrinkage, utilization, etc, SLA
• Stepped migration analysis

• Responsible for all Operational Analysis, Forecasting, Rostering / Scheduling.
• Designed Adherence Reporting and Exception Reporting to allow tracking of agent activity during working day.
• Responsible for team of four, Database Developer, Operational Analyst, Call Centre Analyst (Resourcing) and Resource Planning Administrator.
• Undertook analysis of potential new business to understand projected costs, pricing and resource requirements.
• Designed and implemented new forecasting methodology.