Experience

BSS

• United Kingdom
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Resource Planning Analyst

  • Jan 2008 - Present

  Forecasting and Scheduling for several clients (inc National Careers Service, Action Fraud, Mind) for outsourcing company, utilising Impact360 and CMS. This involves creating 12 month rolling forecasts, designing and implementing rotations and liaising with stakeholders to make recommendations for improvements to performance. Forecasting and Scheduling for several clients (inc National Careers Service, Action Fraud, Mind) for outsourcing company, utilising Impact360 and CMS. This involves creating 12 month rolling forecasts, designing and implementing rotations and liaising with stakeholders to make recommendations for improvements to performance.



Co-op

• United Kingdom
• Retail
• 700 & Above Employee

• Exception Planning Advisor

  • Dec 2005 - Jan 2008

  Worked in busy Customer Contact Centre for Insurance department of the Co-operative (CIS). Day to day duties included analysing current day's issues, assessing availability for off-phone work, monitoring incoming call traffic and taking steps to improve service level when necessary. I also undertook regular Short-Term Planning work looking at performance in upcoming weeks. Systems used for this were eWFM, CMS and Qbuster. I was first point of contact for RTA for Team Managers and also undertook some Analyst work, both assisting with Analyst work and also covering during a recruitment period. Show less