JORDAN LEE EATON
Rossendale,Lancashire
Summary
Accomplished professional with expertise in workforce planning, forecasting, and capacity planning. Proficient in Microsoft Excel, Power BI, and VBA for data visualisation and operational analytics. Demonstrates strong leadership and problem-solving skills, with a focus on resource optimisation and stakeholder management. Adept at real-time management and performance reporting to enhance service level management. Career goals include leveraging advanced analytical skills to drive strategic operational improvements.
Overview
7
7
years of professional experience
Work history
Resource Planner
JD Sports Fashion Plc
Rochdale, Rochdale
09.2025 - Current
- Produce short, medium, and long-term resource plans across customer service operations.
- Build forecasting models using historical demand, seasonal trends, promotional activity, and business drivers.
- Analyse staffing requirements and create schedules to achieve service level objectives and operational efficiency.
- Monitor intraday performance against forecast and implement corrective actions where required.
- Deliver workforce planning insight and recommendations to operational and senior leadership teams.
- Support recruitment planning through accurate headcount modelling and capacity analysis.
- Review productivity, occupancy, shrinkage, and service performance metrics to improve planning accuracy.
- Collaborate with Operations, Training, Recruitment, and Workforce Management teams to ensure resource alignment.
Real Time & Resource Manager
Bensons for Beds
Burnley, Lancashire
07.2023 - 09.2025
- Managed workforce planning, forecasting, scheduling, and real-time operations across customer service channels.
- Oversaw resource allocation to ensure service levels were achieved while maintaining operational efficiency.
- Produced detailed performance reporting and management information for senior stakeholders.
- Developed forecasting and planning models to support business growth and operational performance.
- Monitored service performance and recommended improvements based on operational trends and analysis.
- Worked closely with operational leadership teams to optimise workforce utilisation and customer experience.
Real Time & MI Analyst
Studio Retail Ltd
Accrington, Lancashire
07.2022 - 07.2023
- Managed performance reporting across voice, email, and social media customer contact channels.
- Produced analytical reports and operational insights for senior leadership.
- Developed automated reporting solutions using Power BI, Power Query, VBA, Power Automate, and Excel.
- Monitored real-time performance and supported operational decision-making through data analysis.
Head of Planning & IT (Temporary Contract During Studio Retail Furlough)
Simply Cover Ltd
Bury, Borough of Bury
02.2022 - 07.2022
- Accepted an temporary leadership role during a period of furlough from Studio Retail.
- Led workforce planning, dialler operations, IT infrastructure, and performance reporting activities.
Dialler Analyst
Studio Retail Ltd
Accrington
12.2020 - 07.2022
- Managed outbound dialler performance and advisor resource allocation.
- Monitored call volumes, staffing requirements, and workforce adherence metrics.
- Led capacity planning activities to ensure optimal advisor coverage across operational teams.
Sales & Retentions Team Leader
BT
Accrington
03.2019 - 12.2020
- Led a team of 15–18 advisors within a high-performing sales and retention environment.
- Delivered coaching, performance management, and development support.
- Managed customer escalations and complaint resolution activities.
Education
A-Level Equivalent - Sports
Accrington & Rossendale College
AccringtonHigh School Diploma -
Whitworth Community High School
Whitworth07.2012
Skills
- Workforce Planning Forecasting Capacity Planning Resource Planning Scheduling & Rostering Workforce Management Real-Time Management Demand Planning Service Level Management Performance Reporting Power BI Power Query VBA & Automation Stakeholder Management Operational Planning
- Microsoft Excel (Advanced), Power BI, Power Query, VBA, Macros, Power Automate, Forecasting, Scheduling, Capacity Planning, Resource Optimisation, Data Visualisation, KPI Reporting, Operational Analytics
- Problem-solving
- Leadership
- Resourcefulness
Accomplishments
- Progressed from frontline customer service roles into specialist Workforce Management and Resource Planning positions.
- Led workforce planning, forecasting, and resource optimisation activities across multiple customer contact channels.
- Developed automated reporting and dashboard solutions using Power BI, Power Query, VBA, Macros, and Power Automate.
- Produced executive-level management information and operational reporting for senior leadership teams.
- Held leadership responsibility for workforce planning, IT operations, and performance reporting functions.
- Successfully transitioned into Resource Planning within one of the UK's largest retail organisations.
Timeline
Resource Planner
JD Sports Fashion Plc
09.2025 - Current
Real Time & Resource Manager
Bensons for Beds
07.2023 - 09.2025
Real Time & MI Analyst
Studio Retail Ltd
07.2022 - 07.2023
Head of Planning & IT (Temporary Contract During Studio Retail Furlough)
Simply Cover Ltd
02.2022 - 07.2022
Dialler Analyst
Studio Retail Ltd
12.2020 - 07.2022
Sales & Retentions Team Leader
BT
03.2019 - 12.2020
A-Level Equivalent - Sports
Accrington & Rossendale College
High School Diploma -
Whitworth Community High School