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Senior
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jobs
Workforce management expert
Mark Palmer
,
Manchester, United Kingdom
Experience
Other titles
Skills
I'm offering
Workforce management
Markets
United Kingdom
Language
German
Good
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2015 - ?
job
SERVICE PERFORMANCE COORDINATOR
CAPITA CUSTOMER MANAGEMENT.
Development, maintenance and governance of centralised planning models to manage space, shrinkage,
Service, Development, Coordinator
2016 - 2017
job
SECONDMENT
unknown.
week Tesco Direct seasonal peak contract (approx. 350 FTE). I had line manager responsibility for a
team of two scheduling analysts and two real time analysts and participated in weekly client calls to discuss performance. The collaboration between Capita and Tesco subsequently delivered the best ever
Black Friday SLA.
team of two scheduling analysts and two real time analysts and participated in weekly client calls to discuss performance. The collaboration between Capita and Tesco subsequently delivered the best ever
Black Friday SLA.
Manager
2016 - 2016
job
PLANNING & PERFORMANCE MANAGER
Debenhams, Samsung, British Gas.
OCTOBER 2016
recruitment/redeployment and staffing for circa. 30 client areas/16k advisors. I was responsible for
the configuration and administration of Aspect WFM for both new and existing client areas. As part of this role, I transitioned new clients onto our WFM platform, which often involved training of their
planning teams. I also worked with real-time teams across multiple client areas (Debenhams, Samsung, British Gas) to develop real-time reforecasting models.
PLANNING & PERFORMANCE MANAGER CAPITA CUSTOMER MANAGEMENT OCTOBER
• This role was responsible for end-to-end planning (Forecasting, scheduling and real-time) for the 13-
recruitment/redeployment and staffing for circa. 30 client areas/16k advisors. I was responsible for
the configuration and administration of Aspect WFM for both new and existing client areas. As part of this role, I transitioned new clients onto our WFM platform, which often involved training of their
planning teams. I also worked with real-time teams across multiple client areas (Debenhams, Samsung, British Gas) to develop real-time reforecasting models.
PLANNING & PERFORMANCE MANAGER CAPITA CUSTOMER MANAGEMENT OCTOBER
• This role was responsible for end-to-end planning (Forecasting, scheduling and real-time) for the 13-
Administration, Training, Forecasting, Management, Recruitment, Manager
2014 - 2015
job
SERVICE INSIGHT ANALYST
Asda.
ASDA AUGUST 2014 - APRIL 2015
and online contact centres, with a strong focus on reducing contacts into the grocery home shopping
contact centre. This was a data driven role, requiring me to work with multiple systems including
Oracle Service Cloud CRM, Oracle BI, and Retail Link (Walmart internal software), and to translate that
data into something understandable and actionable.
and online contact centres, with a strong focus on reducing contacts into the grocery home shopping
contact centre. This was a data driven role, requiring me to work with multiple systems including
Oracle Service Cloud CRM, Oracle BI, and Retail Link (Walmart internal software), and to translate that
data into something understandable and actionable.
CRM, Oracle, Retail, Cloud, Service, Analyst, BEE, Software, Online, ME
My education
n/a
Somecollege, CUSTOMER CONTACT PLANNING
Somecollege, CUSTOMER CONTACT PLANNING
?
-
2016
ULSTER UNIVERSITY
Intermediategraduate, CUSTOMER CONTACT PLANNING
Intermediategraduate, CUSTOMER CONTACT PLANNING
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