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 enable Category Managers to review and analyse spend data.Built Procurement intranet site in Sharepoint 2007 to provide information to the business around ordering products and services, reducing the administrative workload for the department.Designed, built and administered bespoke application to track and analyse savings achieved for reporting to senior management and performance reviews for category managers.Acted as internal technical expert during implementation of 3rd party applications for Spend Analysis, Savings Tracking, catalogue style purchasing system and Supplier Relationship management.Achieved Prince 2 - Practitioner qualification.

• 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.• Designed and oversaw the implementation of year out forecasting (previously 1 month out) to be utilised in long term FTE planning and budgeting, regularly achieved 5% accuracy or better.• Designed and oversaw implementation of new MI, including daily performance summary for distribution up to Board level and interactive Agent Scorecard for Team Leader agent performance management.• Automated and streamlined existing processes using Visual Basic for Applications (VBA) within Excel.

• 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%.• Automated and Streamlined existing processes using Visual Basic for Applications (VBA) within Excel.• Produced and delivered VBA training to rest of department, considered Subject Matter Expert (SME) on Excel and VBA within analyst team.• Provided resource planning support to operational area for major project to replace existing systems, including scenario planning, scheduling of training across all global sites while maintaining service.

• 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.• Designed and oversaw development of Agent Scorecard for performance management of agent population.• Reviewed all regulated reporting, implementing procedures and controls to ensure ongoing adherence to regulations.• Implemented operational Balanced Scorecard for operational performance management.

• 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• In depth “What if” analysis• Multi / Single skilled workforce• Variation of opening hours• FTE capping• Channel migration targets, financial implications.• Management Summary of key parameters with basic what if functionality.

• 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.