Summary
Overview
Work history
Education
Skills
Custom
Timeline
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Geoffrey White

Bow,,London,

Summary

Workforce Analyst with 6 years of experience in coordinating appropriate staffing allocation and availability of contact centre staff to achieve key performance objectives and reduce operational costs.

Overview

7
7
years of professional experience

Work history

Tactical Planning Analyst

Asos
London
09.2022 - 09.2024
  • Led market analysis, creating staffing profiles to effectively service demand. Chaired weekly vendor meetings to ensure staffing profiles met SLAs. Facilitated stakeholder handover meetings.
  • Worked on various global markets. Analysed multi-channel performance for each of these markets. Adapted advisor responsibilities to multi-function - both email and live chat, with optimisation reducing FTE by 12%.
  • Led opening hours analysis. Ran various scenario and budgetary options for consideration by SLT. Identified low value intervals, reducing opening hours and achieving significant cost savings..
  • Developed daily reports to ensure interval compliance by partners and internal teams.
  • Managed advisor shift schedules and non-core tasks. Set up new advisors on systems. Managed absence, adherence, system reporting.
  • Implemented gamification processes to increase advisor engagement and performance. Introduced self-service option for advisors to schedule their own breaks and lunch.
  • Built Excel reports used to convert large quantities of Power BI data into refined insights and visual information for SLTs.

Workforce Analyst

Goldman Sachs
London
03.2018 - 07.2022
  • Directed workforce planning to ensure optimal staffing levels. Generated forecasts and schedules for over 150 advisors in multiple locations.
  • Liaised with SLT's and monitored operational performance against KPIs and forecasts to identify any risks and adjust accordingly.
  • Managed project workflows and testing through JIRA. Oversaw ticket tracking to guarantee effective delivery.
  • Liaised with technical team to communicate issues and identify areas for improvement - example being the creation of a security pin which enabled users to reset their own password without calling us. This reduced calls regarding password issues by 40%.
  • Managed service levels and abandon rates to meet contractual obligations. Monitored advisors status', ensuring compliance with authorised codes.
  • Developed daily, weekly, and monthly performance reports for the department. Insights would be discussed with SLTs. Enhanced business processes by identifying and improving contact centre performance issues.
  • Managed long-term functions such as annual leave and sickness. Onboarded new staff across customer service and telecommunications systems.

Education

Bachelors - Business Marketing

Dublin Institute of Technology
Dublin
09/2010 - 11/2014

Skills

  • Power BI, MS Excel/PP, JIRA, Cisco, Workforce Systems (Calabrio, Community)
  • Demand Forecasting and Data Analysis
  • Organised
  • Focused
  • Analytical
  • Independent
  • Leadership

Custom

  • Asos, PXHub@asos.com
  • Goldman Sachs, GS-HCM-Help-EMEA@ln.email.gs.com, +44 207 051 5834

Timeline

Tactical Planning Analyst

Asos
09.2022 - 09.2024

Workforce Analyst

Goldman Sachs
03.2018 - 07.2022

Bachelors - Business Marketing

Dublin Institute of Technology
09/2010 - 11/2014

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Geoffrey White