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.
