Candidate CV Search - Chris
Workforce Planning Manager
Financial services, Utilities
South Wales & South West
Permanent c. £35,000 | Interim c. £280 per day
Executive Summary:
A highly analytical individual with a strong background in workforce planning, forecasting and performance analysis gained within larger operations. Strategic, meticulous and well-organised contact centre professional with a particularly commercial approach. Experienced in researching and preparing robust statistics-backed business cases, gaining buy-in and managing change through to a successful conclusion.
Achievements:
· Managed resource planning and forecasting for a 150 FTE call centre, a 50 FTE sales centre and a 60 FTE backroom fundtion
· Designed a long-term forecasting and resource model for both centres and introduced best-practice planning methodologies, including robust real-time management and pre-emptive recruitment
· Delivered the best performance results ever seen in the service centre in its 10 year history (met target of 80% <30 seconds every month), whilst ensuring staff resource efficiencies were kept at optimum levels
· Through scientific performance analysis, increased Agent efficiency by 15%
· Aided diverse departments (both call and non-call taking) throughout the business in resource planning techniques, in order to improve both performance and efficiency
· Introduced interactive Agent planning workshops, to enable understanding of the planning department and facilitate buy in
· Introduced logical resource planning and forecasting which directly led to an improvement in Service Level from 64% <30 seconds to 94% <30 seconds with 30 fewer FTE
· Successfully managed the budgetary control of £1 million mail output
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