JOE GRIFFITHS
Gloucester,Gloucestershire
Summary
Strategic professional with expertise in stakeholder engagement, demand planning, and people management. Skilled in resource management and coaching, leveraging experience in workforce management and telephony systems. Focused on recruitment to optimise team performance and enhance operational efficiency while driving organisational success in a collaborative environment.
Overview
16
16
years of professional experience
Work history
Resource Planner
NFU Mutual
2020.11 - 2026.06
- Lead for Motor Claims planning at NFU Mutual in the Regional Service Centres - responsible for 150FTE
- Manage fellow planners and have supported the development of new resource planners to the profession
- Introduced Real Time Planning and Management in the contact centre freeing up team leaders for team leaders
- Embedded resource workforce management technology into contact centres firstly Calabrio and more recently CXone.
- Have evolved the capacity modelling for the department, with regular meetings with finance, head of department and regional leaders following our plans and advising stakeholders of requirements
- Achieved a reduction in headcount and saved over £200,000 in the last year by implementing planning efficiencies and supporting performance management.
- Winner of the Support Worker of the Year at the South West Contact Centre Awards 2024
Resource Planning Manager
All Fleet Services
2018.06 - 2020.11
- The Resource Planning Manager role involved people management alongside the day-to-day managing of staffing levels across the contact centre.
- Reporting into the Head of Contact Centre the importance of this role is fundamental in getting strong service levels and improving customer journeys.
- Oversaw staffing levels in contact centre and fleet administration departments to ensure optimal resource allocation.
- Coordinated and validated MI for contact centre leaders, identifying resourcing and performance improvement areas.
- Managing members of my team's development, routine 121's, performance plans and leading team meetings.
- Produce and present monthly resourcing and contact centre performance to the board of directors.
- Overseen and driven change to make sure Capacity Plans are as accurate as possible.
- Developed relationships with Account Managers to communicate resourcing challenges effectively.
Resource Planner
All Fleet Services
2017.08 - 2018.06
- Managed resource planning at All Fleet Services, ensuring optimal allocation of resources to meet business needs.
- Building the most efficient scheduling patterns for a 24/7 call centre, making sure we are suitably resourced at all times.
- Maintaining the Resource Models I have built using Erlang - updating with current trends to identify any resource challenges and when to recruit.
- Produced weekly and monthly reports for leadership group, highlighting individual and team performance challenges to inform decision-making.
- Utilised Microsoft Excel for comprehensive planning, forecasting call volumes from monthly to half-hour intervals to align resources with demand.
- Advise on real-time techniques in the contact centre, always challenging current practices and trying new ideas for example slanting shift patterns and agent-controlled breaks.
- Management of shrinkage with Team Leaders providing them with an understanding of the best times to help with individual development of agents.
- My strong stakeholder management and negotiation skills are tested in this Resourcing role due to the 24/7 opening hours of the business.
- Reporting into the Head of Business Support my current role is to provide accurate information in all aspects of planning for the 170fte in the contact centre.
- Hosting of monthly Resourcing and Recruitment meetings with key directors.
Resource Planning Analyst
Endsleigh Insurance Services and Zurich PL
2015.07 - 2017.08
- Contributed as a key member of the resource planning team for approximately 175 FTE.
- Very strong user of Forecasting & Scheduling tool Blue Pumpkin, Avaya Reporting and Microsoft Excel (including Erlang).
- Experienced Real Time Analyst, resolving any issues and providing key stakeholders' performance reports with commentary.
- Led the Non-Voice team to ensure optimal resource allocation and team performance. - ensuring the Endsleigh webchat function is effectively resourced and team members individual development
- A key member of the Resource Planning team for approximately 175fte.
- Managing the Non-Voice team - ensuring the Endsleigh webchat function is effectively resourced and team members individual development
- Championed process improvement by creating Resource Planning Best Practice Document for Endsleigh Sales & Service, standardising operational procedures.
- Facilitated sessions with external clients to demonstrate our resource planning system and share best practices. showing our resource planning system and sharing best practice ideas.
- Developed and executed business continuity plans to ensure minimal customer disruption during outages., minimising customer disruption during an outage.
- Administering team meetings, 121 and training into consultant's schedules.
- Executed business continuity resource planning to minimise customer disruption during an outage.
Senior Fraud & Validation Consultant
Endsleigh Insurance Services and Zurich PL
2012.03 - 2015.08
- Frontline fraud investigation at point of sale, using different technologies to identify trends and fraud rings.
- Using Claims and Underwriting Exchange (CUE), Cybersource, E-trace databases to validate insurance policies and generate reports to show the latest trends.
- Provide Analysis to senior management in relation to Fraud networks and market trends.
- Developed MI reports for key stakeholders and trained consultants on evolving fraud risks.
- Delivered training to contact centre staff, reducing time fraudulent policies remained on risk.
- Managed one-to-one meetings with consultants to discuss performance providing consultants with benchmarking results and career guidance.
- Management of 121's providing consultants with benchmarking results and career guidance.
Customer Service Administrator
Endsleigh Insurance Services and Zurich PL
2010.10 - 2011.12
- Executed changes to Endsleigh Insurance Home and Motor policies, ensuring efficiency and accuracy.
- Communicated with customers by phone and email to obtain outstanding documents for motor insurance policies.
- Issued no claims bonus on policies while maintaining an updated diary on internal system.
- Issuing no claims bonus on to policies, keeping an updated diary on internal system.
- Resolving complaint calls with first call resolution where possible, if not raising them using the appropriate method.
- Utilised Inet, Oswald, and Microsoft Outlook database systems to manage information efficiently.
Education
Bachelor of Arts - Sport and Coaching Studies
Oxford Brookes University
OxfordChurchdown School
Gloucester2005-07
Skills
- Demand forecasting
- Resource management
- WFM system expertise
- Data analysis
- Stakeholder engagement
- People Management
- Management coaching
- Recruitment
INTERESTS
Family is my biggest interest a doting father to 3 children 8, 6 and 4 years old it keeps me very busy away from work. I enjoy participating in competitive sport, particularly football and cricket. I play for Churchdown Cricket Club and it has been a proud summer watching my eldest son join the juniors this year. I played badminton on national and international level and regularly represented the county as a junior. I still play the occasional game of badminton as I enjoy the competition and help younger players improve their game.
REFERENCES
Available upon request
Timeline
Resource Planner
NFU Mutual
2020.11 - 2026.06
Resource Planning Manager
All Fleet Services
2018.06 - 2020.11
Resource Planner
All Fleet Services
2017.08 - 2018.06
Resource Planning Analyst
Endsleigh Insurance Services and Zurich PL
2015.07 - 2017.08
Senior Fraud & Validation Consultant
Endsleigh Insurance Services and Zurich PL
2012.03 - 2015.08
Customer Service Administrator
Endsleigh Insurance Services and Zurich PL
2010.10 - 2011.12
Bachelor of Arts - Sport and Coaching Studies
Oxford Brookes University
Churchdown School