William Ward Email & Phone Number

Leicester, England, United Kingdom

• Creation of long (up to 5 years) and short-term demand and supply (recruitment) capacity plans for resource allocation, supporting the delivery of required performance and customer service alongside the financial impact management with the Finance department.• Production and ownership of yearly resource budget plan for 1400 inbound and outbound fte, across a multi-site and call type organisation (sales fte and customer service fte). • Leadership of forecast and resource analysts providing accurate and efficient workload forecasts across all business units, ensuring full insight of demand and drivers are incorporated into outputs including change impacts, seasonality and customer propensity.• Responsible for monthly Demand Forum integrating commercial and client insight to demand drivers and link into updates to the capacity plan.• Accountable for monthly Resource updates to Heads of Sites, Finance and HR incorporating performance drivers and impacts to the capacity and strategic plan• Impact assessment of change requests impacting the Contact Centre and providing direction for timescales to ensure deployment of changes within budgets and customer service

Derby

• Developing the forecast and resource analyst teams to deliver robust plans for a omni-channel, multi-site operation including planning models for 24 hour (Operations based) and 8am – 8pm (Billing based) customer Contact Centres.• Leadership of forecast analyst providing accurate and efficient workload forecasts across all business units, ensuring full insight of demand and drivers are incorporated into outputs including change impacts, seasonality and customer propensity.• Management of resource planners, producing employee shift patterns and simulations to meet demand requirements and customer experience in the most efficient way• Responsible for developing budgetary models to achieve optimum performance within agreed constraints and service levels.• Business lead on IEX WFM projects and utilising the system to create automated models to strategically achieve resource planning objectives with minimal effort including forecasting, scheduling and real-time management models• Origination of key processes and enhancements in the resource teams through benchmarking against industry best practice.• Creating a management information infrastructure initially for the Contact Centre and then to incorporate back office functions (500 + employees), enabling internal customer self-service and automation of reporting functionality for all levels of management• Driving performance improvements through identification of new processes and outputs, enhancing the management information journey for internal customers both strategically and operationally.

Derby, United Kingdom

• Lead analyst for new and established international revenue assurance managed-service projects with mobile telecommunication companies.• Leadership and work management of small project team, monitoring output of other analysts, ensuring reporting governance and providing exceptional customer service.• Extensive analysis and presentation of billing and duration data to proactively identify insight in areas of revenue leakage and revenue performance.• Negotiating with external customers on project requirements and identifying areas of improvement to enhance their experience and service.• Identification of departmental processes and identifying areas for improvement.

Leicester, United Kingdom

• Development of department-wide Microsoft Excel management information solutions to assist in the controlling of work in progress, budgetary controlling and forecasting.• Manipulation of asset data to assist the external contractor and internal department.• Identifying areas of improvement in data collection and management information to assist service levels provided by the department to other areas of the business.

Nottingham, United Kingdom

• Budget tracking and forecasting of FTE requirements to enable governance and planning.• Data administration, support and development of processes for department-wide time and attendance employee database system.• Manipulation of large quantities of data, used for identifying trends and investigation into attendance issues.• Governance of the contractor recruitment process for the IT department through liaison with selected recruitment agencies.

London, United Kingdom

• UK Accounts Payable project team member during Oracle financial information system and global change management project.• Controlling the data migration from the old to new system.• Identifying system issues throughout the development lifecycle and communicating them to senior stakeholders including project consultants.