Craig Bramwell

Workforce Management leader with 20+ years of contact centre and Business Process Outsourcing experience, including 15+ years specialising in strategic and operational workforce planning, forecasting, scheduling, capacity planning, real-time performance management and operational analytics. Experienced in leading multidisciplinary planning and real-time functions in complex, customer-facing environments, aligning demand, resources and service objectives across multiple programmes and locations. Combines strong analytical capability with senior stakeholder leadership, using workforce data, performance insight and governance to inform decisions, identify operational risk and improve planning effectiveness.

Experienced partnering with Operations, Finance, clients and senior leadership, supporting transformation, new business implementation and scalable ways of working.

Workforce Management & Real-Time Manager at Quantanite UK (2023-09 – Present)

Lead Workforce Management operations within a global BPO environment, with responsibility for planning, real-time management, management information and payroll functions supporting multiple client programmes.

• Lead and develop a 35-person multi-disciplinary function spanning Workforce Planning, Real-Time Analysts, MI specialists and Payroll teams.
• Own workforce strategy, forecasting and capacity planning, translating customer demand assumptions into staffing requirements, recruitment needs and operational recommendations.
• Develop short- and long-term workforce models to support service delivery, resource allocation and labour cost management.
• Lead intraday and real-time performance oversight, identifying emerging demand, staffing gaps, service risks and operational impacts requiring intervention.
• Partner with Operations, Finance, client stakeholders and senior leaders to balance demand, resource requirements, service performance and business priorities.
• Use Power BI, SQL, Tableau and advanced Excel to automate reporting and provide leadership with timely workforce insight and performance information.
• Establish planning governance, documentation and scalable processes, improving consistency and supporting business growth.
• Support client implementations and operational change programmes across multiple locations, establishing workforce processes and reporting requirements.

Workforce Management & MI Manager at Atlanta Insurance (2020-08 – 2023-09)

Managed Workforce Management and Management Information teams supporting a large-scale customer contact operation.

• Led MI analysts delivering operational reporting, performance analysis and business intelligence for senior stakeholders.
• Managed the migration of reporting solutions from Tableau to Power BI, improving reporting capability and stakeholder visibility.
• Used operational trends, customer behaviour and performance drivers to support strategic decision-making and identify business risk.
• Developed reporting frameworks using Power BI, SQL and advanced Excel, strengthening access to workforce and operational insight.
• Supported forecasting, capacity modelling and resource planning and provided data-led recommendations to senior leadership.
• Supported onboarding of new business acquisitions, ensuring workforce technology, reporting and operational processes were established effectively.
• Collaborated with outsourced delivery partners and international operations teams.

Resource Planning & MI Analyst / Manager at Atlanta Insurance (2019-04 – 2022-05)

Supported workforce planning for a contact centre operation of 1,400+ employees.

• Delivered rolling short- and long-term forecasting models and capacity plans supporting budgeting, recruitment and operational strategy.
• Managed staffing models, scheduling requirements and resource allocation to align capacity with customer demand.
• Analysed shrinkage, productivity and service-level performance to identify improvement opportunities and operational risk.
• Provided workforce recommendations to senior operational stakeholders and supported real-time management and workforce governance.

Resource Planning & MI Manager at Peninsula (2018-04 – 2019-05)

Managed end-to-end workforce planning processes across multiple business areas.

• Owned forecasting, scheduling, capacity planning and reporting, including 3-, 6- and 12-month workforce forecasts.
• Supported budget planning and workforce optimisation initiatives.
• Delivered weekly workforce reviews covering demand, productivity, staffing risks and service-level performance.
• Improved planning administration and operational reporting processes.

Workforce Planning & MI Analyst at Capita (2016-04 – 2018-04)

Provided workforce planning and MI across front-office and back-office operations.

• Produced rolling forecasts and schedules and managed resource planning processes to align staffing with customer demand.
• Delivered operational MI, workforce recommendations and intraday analysis supporting service-level improvement.

Lead Workforce Manager & Workforce Planning Analyst at Aegis Global / BSS (2011-01 – 2016-12)

Managed forecasting, scheduling and workforce optimisation across contact centre campaigns.

• Produced long-range forecasts, intraday profiles and resource plans.
• Advised operational leaders on staffing requirements and performance and delivered workforce reporting and continuous improvement activity.

GCSEs in Mathematics & English

NVQ Level 1 & 2 in Catering & Hospitality

NVQ Silver Service