Joe Charnley

Experience

• 

  Capita

  Sept 2000 - Sept 2009

  In this role I had responsibility for eleven direct report Team Leaders in a multi-skilled business unit of 120 FTE. I was responsible for the continuous improvement of call quality and efficiencies managing to multiple KPIs including blended AHTs and Sales conversion. I also had responsibility for attendance, disciplinary and grievance management hearings up to and including appeal level, as well as internal and external recruitment of both Team Leaders and Customer Service Advisors which has given me very strong skills in these areas. Show less

  • Team Manager

    Feb 2007 - Sept 2009

  • Real Time Analyst

    Apr 2006 - Feb 2007

  • Team Leader

    Sept 2000 - Apr 2006
• 

  Dixons Retail

  Sept 2009 - Jul 2013

  Planning & Intraday Manager

  This wide ranging Resource Planning role involved managing multiple business units’ performance, working closely with Heads of operations, whilst being central in strategic headcount planning reviews and recruitment decisions. With direct line management of up to 10 analysts covering front & back office operations as well as homeworking.

• 

  NHS Direct

  Jul 2013 - Mar 2014

  Forecasting & Capacity Contractor

  Contracted to assist in the decommissioning of NHS Direct towards end of March 2014.Working with complex Forecast and Capacity plans in Excel using Erlang C.

• 

  Ant Marketing

  Mar 2014 - May 2014

  Resource Planning & Performance Manager
• 

  Parseq

  May 2014 - Jul 2015

  Business Information Manager
• 

  E.ON UK

  Jul 2015 - Jul 2017

  Planning Scheduling Manager
• 

  Capita Employee Benefits

  Jul 2017 - Oct 2020

  Resource Planning Manager
• 

  Education and Skills Funding Agency

  Feb 2021 - now

  Capacity Planning Manager