Will Poole Email & Phone Number

Winchester, Hampshire, Gb

As "Demand and Resource Planning Manager" +Working with the relevant teams, develop an annual operating and accurate forecast model for all areas within Operations to ensure that all staffing requirements are met in real time through effective scheduling. Develop and implement a consistent resourcing model for headcount planning across all Operations. Be proactive in process/change management to ensure increases in efficiency and productivity.

Winchester, Hampshire, Gb

Implement and manage the demand resource planning activity across the Terrestrial Broadcast Operation. With an overall focus on increasing efficiency and productivity, I am responsible for delivering robust and reliable MI about key forecasting and Planning KPIs to ensure the needs of resource demand vs capacity are met across the division. Working in close partnership with the business stakeholders to produce short-, medium-, and long-term forecasting requirements, with accountability for developing an annual operating forecast model to ensure that all staffing requirements are met in real time through effective scheduling. To make recruitment recommendations and identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios using modelling, capacity and sensitivity analysis.

London, Gb

Analysing New Product Development (NPD) demand in order to assess budgeting and resource requirements and support the achievement of forecasted revenue targets.• Liaise with Business stakeholders in order to run impact analysis for all levels of requirement.• Lead on the collation, planning and management of product delivery initiatives to support the creation, maintenance and balancing of the 18 month Technology Demand Plan and NPD roadmap.• Identify and manage NPD risks and issues performing troubleshooting or mitigation.• Interface with Business stakeholders to match supply with demand, contributing to monthly meetings which confirm forecasts, priorities and capability available to meet delivery.Achievements- Supported delivery of €18.6m NPD budget through provision of demand management analysis.- Implemented an impact analysis process to ensure governance of NPD demand initial assessment.

London, Gb

Delivery of demand, capacity and resource management for 1,300 Vodafone UK Staff.• Responsible for monitoring and modelling the impact of demand from Internal Projects and Programmes (Kona Simplify), through the creation of a rollout schedule plan which was reviewed weekly with senior management.• Ran multiple meetings to analyse demand at various levels, resource planning and change management to ensure that all teams are aligned to deliver on time in full with no errors.• As part of the Deals Assurance process for new Enterprise opportunities, I reviewed the estimated demand and modelled the impact on delivery functions. The output was a view of demand as a measure of capacity (FTE) and analysis of overall known demand vs capacity for each function. Achievements - Ran a Transformational Project to deliver Effectiveness KPI measures, with the aim to identify waste in the business, drive continuous improvement and improved cost to deliver. Liaised with cross functional Operational representatives to determine and agree requirements and worked with an Offshore Partner to ensure delivery.- Developed and implemented long and short term statistical demand forecasts for internal and external customers at various levels of aggregation, product type, access method, sales channel and project. - Created and imbedded a resource management tool using forecast, task duration, head count and utilisation, enabling the business to review at multiple levels resource requirements to deliver excellent customer service over an 18 month horizon.- Involvement in Business Continuity Planning and testing.

Quality consultation and adviceAchievements- End to End redesign of Corporate Commissions process.- Delivered Quality Assurance audit report to Head of Department.- Creation of Quality Assurance training material and management presentations.

Reading, England, Gb

Responsible for Business Continuity and Risk Management for Sales and Service Operation (including O2 Retail Estate - 460+ stores)Achievements- Involved in the attainment of certification to ISO22301 - Delivered O2 Retail Estate business continuity for the Olympic Readiness Project- Oversaw successful business continuity management for over 460 O2 stores across the UK- Provided risk management for 11K staff over multiple sites, maintaining a risk register to identify/classify the level of risk and negotiated acceptance or mitigation with key Stakeholders- Supported projects that required business continuity guidance and reviewed Partner and Third Party continuity plans for effectiveness and robustness- Implemented process changes for Fraud & Security to mitigate the Risk of Account Takeover resulting in a 40% reduction

Reading, England, Gb

Co-ordinated internal and external audits to satisfy ISO certification requirements and ensured that all areas of Customer Service and Retail remained compliant with legal and regulatory requirements.Achievements- Organised the design and delivery of a new business strategy to retain certification to ISO9001 Quality Standard for 11.5 staff over multiple sites and drove continuous improvement- Co-ordinated internal and external Assurance audits to satisfy ISO certification requirements and ensure that all business areas were compliant (OFT, OFCOM, General Conditions, PCI:DSS etc)- Involved in a project to attain certification to ISO27001 Information Security Standard across multiple locations- Managed the delivery of regulatory changes to comply with new OFCOM rules: new Complaint Code of Practice; new content for online and paper bills; Otelo rebrand- Oversaw successful compliance management for over 460 O2 stores across the UK

Reading, England, Gb

Responsible for the management of Financial Controls and adherence to Sarbanes-Oxley (SOX) for Customer Service. Achievements- Passed SOX Control Audit (2009) without any observations or recommendations - Completed monthly SOX High Level Management Reviews testing compliance with the Control and reported status to senior Stakeholders- Managed a team of Audit Analysts who monitored and reported on adherence to controls, delivering a 19% reduction in hardware spend (£16.5K) - Proposed areas for improvement to Customer Service Management through root-cause analysis

Reading, England, Gb

Managed teams that supported Customer Service to retain certification to ISO9001 Quality Standard. Ensured all legal, regulatory and general compliance requirements were met.Achievements- Security Verification process improvements resulting in 78% increase in compliance to process- Delivery of Hardware audits for Pay & Go segment to fulfil an Internal Audit requirement- Development of call evaluations to enhance customer experience

Reading, England, Gb

Managed, maintained and disseminated space and capacity planning for Leeds site. Ensured that all relevant Change Management, Marketing, business growth and business as usual initiatives were incorporated in said plans and that all relevant parties were made aware of impacts, risks and issues. Model long term resource requirements to ensure O2 resource strategy aligned with costing models. Managed business plans to show future staffing requirements by segment and feed into budget process for socialisation with key operational stakeholdersAchievements- Single point of contact for Property and Space Management with ownership of all Customer Service desks and sign off against all Customer Service moves within the Leeds site.- Management of desk occupancy audits in close partnership with Property and Space Management with an end result of securing extra desks for Customer Service to meet future growth requirements. - Ownership of Business Plans for Complaints and Correspondence managing input and weekly review meetings with Segment Heads. - Space utilisation and capacity planning in support of site expansion and new site discussions and analysis for Customer Service key Stakeholders and Senior Management at Leeds site

Reading, England, Gb

Responsible for the representation of Customer Service Planning for all major Projects whether from Roadmap or Local Initiatives. To own the delivery and support of subsequent Customer Service Planning requirements in conjunction with the Local Planning Teams across all sites. Achievements- Successful ownership and delivery of Customer Service training and impact plans for the Companion Project, resolving two legacy billing systems into one, managing all issues and risks. - Management of KANA ID process throughout Customer Service and TSO collating all current and future requirements for Kana/Companion access. The management of this process ensured that O2 operated within their license agreement with IBM, and subsequently ensured that no additional costs were experienced- Delivering impact assessments for major transformational projects including support for the outsource of various work-streams to Third Party Operations - Customer Service Planning rep for the implementation of the Skypark Call Centre in Glasgow delivering the successful management of the overall Project Plan for the Planning function.

Reading, England, Gb

Single point of contact for Head of Corporate Customer Service and direct reports providing a Planning interface between Corporate Customer Services and: Telecoms; Marketing; Training; Finance; HR; and IT. Achievements- Implemented a robust forecasting and business planning process for Corporate and Business Customer Service teams improving the key KPI (PCA) by 7% over 12 months (Q-Max WFM and Erlang C).- Introduction of balanced scorecards, PSIs and budget models.- Developed and oversaw Corporate Customer Satisfaction roadmap and strategic plans.

Gb

Promoted into a management position with complete accountability for the activity, coaching and development of six Planning AnalystsAchievements:- Real Time management of call traffic across seven Call Centres, ensuring that the maximum capacity of staff to meet call demand to maintain Operational service levels - Liaison between Operational management and technical support functions (Telecoms and Information Technology) to ensure the realisation of Customer Service business initiatives- Shared “Best Practices”, drove the implementation of improvements and raised the profile of the Planning Team across all levels of the business.

Gb

Responsible for call forecasting; trend analysis; space planning; MI from Aspect and Lucent Switches; Operational budget models; Customer Service Dashboards.

Norwalk, Ct, Us

Achievements- Successfully project managed the delivery of Y2K Re-Carding Programme (GDPR & Six Sigma)