Experience

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  West unified communications services

  Sept 2008 - Sept 2015

  Working with the Head of Workforce Optimisation to deliver short, medium and long term plans and forecasts across the operation for all delivery focused teams. Managing 2 forecasting and planning specialists to ensure all forecasts are delivered within a 4% variance at a monthly and weekly level and 7% daily. Responsible for all flexible working requests and implementation across EMEA (annualised hours, slant shifts, compressed hours etc).Working with Senior Management to discuss recruitment and attrition both historically and forecasted requirements for 12 months in advance. Implemented out the box WFM software into the business across operations utilising previous experience to ensure successful implementation Show less After taking the role with no expeierence in people management prior i quickly developed into a strong man manager building a rapport with employees and colleagues.Attention to detail and ability to work under pressure is essential to the role and is something that i grasped quicklyThe role entails direct reports of 7 schedulers ensuring they are managing business volumes with a 99.9% accuracy whilst ensuring targets are met within a designated overtime budget and withing customer specific and global service levels. I have recently began taking on more mangerial tasks and responsibilities after the stepping down of my direct report including analysing and defining forecasting models to suit the business needs.Role also includes managing capacity across 7 conferencing platforms finding a best fit for our clients.Regularly attend meetings inter site and globally around operational strategy and how improvements can be made to processes. Stake holder in mutliple global projects. Show less

  • Forecasting and Planning Analyst

    Aug 2014 - Sept 2015

  • Planning Specialist

    Jul 2013 - Aug 2014

  • WFM Team leader

    Feb 2011 - Jul 2013

  • Scheduling Specialist

    Sept 2008 - Feb 2011
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  Edf (uk)

  Sept 2015 - Mar 2016

  Performance analyst

  Reviewing performance and delivery of EDF key suppliers. Ensuring key contractual SLA’s were met and meeting with suppliers to ensure consistency and transparency in the reporting. In just weeks in role reshaped the way the business presents its data to suppliers and manages expectations with some engagements briefings.Whilst in role also worked with Project managers and telecoms SME on initiatives to improve co-operate bandwidth on several sites including Nuclear facilities. Gaining an understanding of network architecture and IT processes and terminology. Show less

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  Ucas

  Mar 2016 - Sept 2017

  Resource planning analyst

  Working with the Planning and outsource manager and head of learner experience to deliver all forecasting and planning across the contact center.Since joining reshaping the current planning and forecasting structure to incorporate more people centric ideas and methodologies including contact center owned shrinkage budgets which revolutionized the way the business viewed forecasting and planning and shrinkage managementCreating long and short term forecasts within 7% variance whilst implementing a new WFM and telephony system. Show less

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  Ecotricity

  Nov 2017 - Dec 2020

  • Product Owner

    Mar 2019 - Dec 2020

  • Planning & Insight Manager

    Nov 2017 - Mar 2019
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  Imimobile (part of webex)

  Jan 2021 - Aug 2023

  • Senior Delivery Consultant

    Nov 2022 - Aug 2023

  • Solutions Delivery Consultant

    Jan 2021 - Nov 2022
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  Webex cpaas solutions

  Aug 2023 - now

  Lead delivery consultant emea