Joseph Clements
Portslade
Summary
Dynamic and results-oriented Workforce Planning Analyst and Assembled Power User who successfully spearheaded a solo, full cycle implementation of the Assembled platform at Lendable. Bridges the gap between operational strategy and technical execution, leveraging self-taught SQL and API integration experience (Twilio, Intercom) to build bespoke dashboards and workflows. Proven ability to translate complex WFM concepts for diverse stakeholders, from frontline ops to C-suite governance. Possesses the empathy of a customer and the technical grit of an implementor, eager to pivot into the solutions team to help scaling companies realise the full value of Assembled WFM.
Overview
4
4
years of professional experience
Work history
Workforce Planning Lead
Lendable
London
01.2025 - Current
- Strategic Leadership: Established oneself as the primary "go-to" WFM authority across the business. Expanded the scope of WFM by partnering with departments outside of frontline operations to integrate Workforce Planning principles into wider company workflows.
- Executive Reporting: Owned the WFM narrative for Ops Governance and weekly performance reviews. Delivered actionable insights to leadership that directly informed operational strategy and resource utilisation.
- End to End System Implementation: Executed the complete migration to and launch of Assembled WFM as a solo project lead. Successfully integrated the platform with key communication channels (Intercom, Twilio, Slack) to ensure data accuracy.
- Data Analytics & SQL: Leveraged self-taught SQL proficiency to architect high-level performance dashboards on Snowflake, utilising raw Assembled data to provide leadership with granular visibility into workforce trends (Shrinkage, Occupancy, Adherence).
- Workflow Automation: Designed and deployed automated alert systems via Slack and Google Calendar to flag out of Adherence issues instantly, reduction reaction times for management.
Real Time Analyst
Lendable
London
08.2024 - 01.2025
- Managed real-time operations across 6 queues and 3 channels as a one-person department.
- Increased adherence from ~60% to 85% by establishing rigorous monitoring processes and reporting standards
- Developed foundational reporting for occupancy and shrinkage while optimising Calabrio tools (Shift swaps) to boost agent engagement
Workforce Planning Analyst
Motorway
Brighton, Sussex
11.2023 - 08.2024
- Trained up new Junior team member on all things WFM - with focus on real time management.
- Proficiently forecasted 4 queues, within 10% variance over actuals monthly.
- Reporting weekly/monthly shrinkage and headcount against HR platform (Bamboo) and WFM platform (Calabrio).
- Lead weekly headcount requirement meetings with major stakeholders, ensuring alignment with business objectives.
- Working across CX to improve operational efficiency - Zendesk/Talkdesk/Calabrio set ups.
- Onboarded 2nd outsourcer and WFM Team - lead daily WFM checkins.
- Pivotal in building out MW's first IVR.
- Created Talkdesk <> Slack integrations and slack workflows to improve real time effectiveness - achieving SLA of 80% and 5% AR WoW.
Junior Workforce Planning Analyst
Motorway
Brighton
10.2022 - 11.2023
- Instrumental in building and launching Calabrio, Motorway's first WFM System. Seamless transition for 250+ FTE over Brighton and outsourcers in Durban and Cape Town.
- Conducted Telephony (Talkdesk) and Ticket (Zendesk) validation, ensuring optimal system integration.
- Created and led Calabrio training across all sites and lead on weekly new starter training. Includes real time and adherence training.
- Leading real-time operations in UK and outsourced call centre, ensuring SLA's and KPI's are met.
- Successfully implemented adherence and self-scheduling, exceeding target of 95% adherence within three months. Responsible for on the day schedule changes and ensuring optimal performance and efficiency.
- Proficiently forecasted 1 queue, with consistent -10% variance over actuals.
- Acted as point of contact for Team Leaders & Seniors on Real Time/WFM matters, providing guidance and support and key performance data.
- Developed agent-level dashboards and leveraged Calabrio Data Explorer, Zendesk, and Talkdesk for data led decision-making. Pivotal in reducing AHT and Admin usage across sites.
- Created and optimised shifts, analysed contact centre patterns, and presented WFM insights in daily operational check-in meetings to Management and Directors.
Sales Support Agent
Motorway
Brighton
04.2022 - 10.2022
- Provided exemplary customer service to sellers in an high-paced call centre environment, demonstrating deep understanding of systems and processes.
- Offered coaching to new team members and maintained training logs for Team Leaders.
- Successfully led Sales Support seller cancellation project, contributing to overall team success.
- Proven team player, making significant contributions to team's impact In under 6 months.
Education
International And European Law
University of Groningen
GroningenA-Levels - History, Politics, Business, IT A-C
Thomas Mills High School
Suffolk06.2016
GCSE - 13 GCSE's A-C
Thomas Mills High School
Suffolk06.2014
Skills
- Excellent stakeholder communication skills
- Excellent organisational skills and attention to detail
- Proven ability to work under pressure and time constraints
- Strong analytical and problem solving skills
- Extremely Proficient in IT, Office and Google suite (AS, GCSE, and Functional Skills)
Timeline
Workforce Planning Lead
Lendable
01.2025 - Current
Real Time Analyst
Lendable
08.2024 - 01.2025
Workforce Planning Analyst
Motorway
11.2023 - 08.2024
Junior Workforce Planning Analyst
Motorway
10.2022 - 11.2023
Sales Support Agent
Motorway
04.2022 - 10.2022
International And European Law
University of Groningen
A-Levels - History, Politics, Business, IT A-C
Thomas Mills High School
GCSE - 13 GCSE's A-C
Thomas Mills High School