Stephen Doyle
Customer Success Consultant at Bedford Consulting- Claim this Profile
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Bio
Dean C.
I first worked with Stephen approximately 5 years ago when D&G started using injixo WFM, over this period Stephen has proven to be a great best practice and thought leader in the planning industry. His ability to identify areas where efficiency gains can be ascertained and implementing plans to achieve these goals is second to non. Getting a business of D&Gs scale to embrace new approaches can be difficult but Stephen clearly and concisely defines plans, manages deployment and realises real world advantages business wide. I couldn't recommend Stephen highly enough for any planning role be it actively resource planning or leading best practice from a 3rd party aspect. He is a credit to the industry as a whole
Dean C.
I first worked with Stephen approximately 5 years ago when D&G started using injixo WFM, over this period Stephen has proven to be a great best practice and thought leader in the planning industry. His ability to identify areas where efficiency gains can be ascertained and implementing plans to achieve these goals is second to non. Getting a business of D&Gs scale to embrace new approaches can be difficult but Stephen clearly and concisely defines plans, manages deployment and realises real world advantages business wide. I couldn't recommend Stephen highly enough for any planning role be it actively resource planning or leading best practice from a 3rd party aspect. He is a credit to the industry as a whole
Dean C.
I first worked with Stephen approximately 5 years ago when D&G started using injixo WFM, over this period Stephen has proven to be a great best practice and thought leader in the planning industry. His ability to identify areas where efficiency gains can be ascertained and implementing plans to achieve these goals is second to non. Getting a business of D&Gs scale to embrace new approaches can be difficult but Stephen clearly and concisely defines plans, manages deployment and realises real world advantages business wide. I couldn't recommend Stephen highly enough for any planning role be it actively resource planning or leading best practice from a 3rd party aspect. He is a credit to the industry as a whole
Dean C.
I first worked with Stephen approximately 5 years ago when D&G started using injixo WFM, over this period Stephen has proven to be a great best practice and thought leader in the planning industry. His ability to identify areas where efficiency gains can be ascertained and implementing plans to achieve these goals is second to non. Getting a business of D&Gs scale to embrace new approaches can be difficult but Stephen clearly and concisely defines plans, manages deployment and realises real world advantages business wide. I couldn't recommend Stephen highly enough for any planning role be it actively resource planning or leading best practice from a 3rd party aspect. He is a credit to the industry as a whole
Experience
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Bedford Consulting
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United Kingdom
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IT Services and IT Consulting
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100 - 200 Employee
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Customer Success Consultant
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Nov 2022 - Present
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AXA Ireland
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Ireland
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Insurance
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200 - 300 Employee
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WFM System Specalist
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Apr 2021 - Jul 2022
• Review current WFM (Injixo & QStory) and assosiated processes. • Compelted WFM re-build to align with the AXA strategic plan for the ROI • Supported the Strategic planning manager with capacity plans and change models • Onboarded 2 new team members • Built both an Inbound and Outbound Resource/ Capacity models within Anaplan, with overlapping scenaio modelling • Finally I supported with the migration from Injxio WFM to Genesys Cloud WFM • Review current WFM (Injixo & QStory) and assosiated processes. • Compelted WFM re-build to align with the AXA strategic plan for the ROI • Supported the Strategic planning manager with capacity plans and change models • Onboarded 2 new team members • Built both an Inbound and Outbound Resource/ Capacity models within Anaplan, with overlapping scenaio modelling • Finally I supported with the migration from Injxio WFM to Genesys Cloud WFM
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Domestic & General
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United Kingdom
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Financial Services
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700 & Above Employee
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Planning Manager & WFM Specialist
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Jul 2019 - Mar 2021
• Responsible for six schedulers who in turn planned for c2,000 people across three internal sites as well as outsourced partners• SME for WFM and planning for USA market expansion providing support and sharing planning best practice • Championing the use of technology and leading knowledge development within the business to optimise use and functionality to drive business efficiency through effective schedule fit and adherence management• Supported digital change by providing insight and analysis in support of short sprints, vital to the success of the project to delivered circa 20% reduction in CM demand over a nine-month period • Achieved the successful deployment of QStory (ARTI) which reduced the headcount in the wider planning team by 10% (three FTE) with an increase in agent engagement with the automation simple, everyday tasks through agent self-service Show less
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Best Practice Manager - Planning
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Jan 2018 - Jul 2019
• Fully documentation and maintained planning cycle in line with agreed industry best practice• Created centralised location with responsible owners for inputs/outputs ensuring accuracy and accountability• Designed and built skills matrices for each of the three functions and supported the manager in its completion• Worked with the Professional Planning Forum in the creation of its Academy, playing a key part in session design and delivery of the first modules • POC for anyone interested in Planning across all operational and support areas, providing taster sessions and “Day in the Life” for anyone interested Show less
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Workforce Management Technical Specialist
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Jul 2016 - Dec 2017
• Injixo 1st line and 2nd line support including fault resolution.• Provide Technical assistance in relation to all aspects of Injixo.• Deliver training to all internal and external customers which is also followed up with training guides and ad-hoc assistance and coaching.• Ensure that all features of the current WFM are being employed within the CC and liaising with the suppliers to push new ideas through the development cycle.• Managing external WFM suppliers, completion of regular maintenance and any ongoing development• Maintain documentation to support the day to day operation of the WFM infrastructure.• Pragmatic approach, accepting and ensuring the need to make suitable decisions but ensuring that delivery occurs in a timely fashion. Show less
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Senior Resource Analyst
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Jul 2000 - Jun 2016
Effective Scheduling Strategist. Solution driven and risk aware. Experienced at managing change and transition within a fast paced contact center environment. Successful in improving schedule efficiency through people, process and performance. Effective in compiling and delivering training for Leaders and Managers, supporting achievement of teams and individuals through coaching and mentoring. Excellent communicator with relationship development success. I provide a Positive approach in respect to core values of respect, integrity, collaboration and open communication.SKILLS AND COMPETENCIES• Customer services and contact centre experience in a variety of different roles.• Process Improvement: process mapping • Data analysis • Quality assurance and continuous improvement• Resource planning and workforce management specialist• Training: needs analysis, material preparation and delivery. Strategic planning• Performance Management: objective and standard setting, feedback and appraisal• Developing Others: enabling and empowering through directing, supporting coaching and delegating • HR: Recruitment, selection, induction/on boarding. Process development and implementation. Show less
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