Commercial Manager - Nutun
(2023-01 - 2024-12)
- Develop and implement commercial strategies aligned with company goals
- Manage budgeting, forecasting, and financial planning processes
- Oversee contract negotiation, drafting, and compliance
- Identify and mitigate commercial and contractual risks
- Monitor project costs and ensure profitability targets are met
- Build and maintain strong relationships with clients, suppliers, and stakeholders
- Analyze market trends and identify new business opportunities
- Lead the preparation of bids, tenders, and proposals
- Collaborate with cross-functional teams including finance, legal, and operations
Real Time Administrator, Planning Analyst, WorkForce Planning Lead - Huntswood
(2019-01 - 2023-12)
- Real Time (2018-2019): Same roles and Responsibilities that was completed within CCI
- Planning Analyst (2019-2020): Same roles and Responsibilities that was completed within CCI
- Assisting the business with expanding the Capacity Planning and WFM Governance throughout Huntswood (SA&UK)
- Leading the team to embed WFM Planning Processes on all New accounts landing at that present time (Esure, First Central)
- Working closely with the Operational and Senior Leadership team at the time to successfully ramp up the OVO estate (previously called SSE which started with 25 heads to 550 whilst they were still in the transition phase as being bought over by OVO)
- Creating and building various Forecasting templates/ models to predict Abandon Rates within the OVO estate to ensure sufficient HC to service customer demand as required by clients expectations
- Leading the Planning team with a successful transition from a planning overview to move Esure from the UK to SA whilst having minimal impact to Service Delivery
Real Time Administrator, Planning Analyst, Workforce Manager - CCI (Call Center International)
(2014-01 - 2018-12)
- Real Time (2014-2016): Balancing activities / staffing to ensure that service levels are being met, including management of skills and invoke agreed plans to utilise the capacity and maximise productivity
- Complete route cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
- Work with the Operational management to ensure that the real-time management of the advisor groups is at an acceptable level
- Assist in the achievement of operational targets through real time monitoring and schedule amendments to maximise service delivery and productivity
- Highlight any non-compliance to the relevant stakeholders
- Complete all hourly & daily reports as set out by the Line Managers with accuracy
- Ensure that all service affecting incidents are documented and reported
- Planning Analyst (2016-2017): Production of resource requirements and resource planning in support of financial and operational targets based on historical trends
- Complete trend analysis to understand reasons for customer contact/ changes in demand&workload, and present findings along with recommendations regularly to the relevant stakeholders
- Production of Interval, Daily and Weekly and Monthly Staffing Plans including all assumptions against requirements (IDP's)
- Presentation of schedules, IDP's, forecasts and analytics within internal and external meetings
- Identifying overtime requirements and approval of annual leave in accordance with forecasts and communicated in a timely and effective manner to the Contact Centres and highlighted recruitment needs when required
- Assist in the achievement of operational targets through schedule optimization to maximise service delivery and productivity
- Workforce Manager (2017-2018): Create, maintain and update the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
- Review and amends the long term and short-term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery
- Ensure regular coaching, feedback and recognition is being done with the direct reports
- Proactively collaborate with other departments to identify opportunities for improvement and provides input on performance
- Plan, direct, supervises, and evaluates forecasting and scheduling workflow
- Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
- Performs routine audits of call centre reports to ensure accuracy and integrity is maintained
- Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
- Ensures workforce management process and procedures are in place and followed
Sewing Machinist - Salomies Fashion
(2009-01 - 2011-12)
- Creating and making ladies fashion wear from raw material to the finish product found in multiple retails such as Selfast and Fashion Fusion
