Sarah Collier
Waterlooville,Hampshire
Summary
Experienced professional with a strong background in resource planning, data analysis, and process improvement. Demonstrated expertise in workforce management systems and stakeholder engagement, ensuring efficient KPI monitoring and trend analysis. Adept at driving operational excellence through strategic initiatives and continuous improvement efforts. Committed to leveraging skills to achieve organizational goals and enhance overall performance.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work history
Planning analyst (Secondment)
Ovo Energy
Remote
2025.10 - Current
- Supported operational planning and forecasting to ensure effective workforce deployment and service delivery.
- Produced demand forecasts and resource plans, using historical data and statistical modelling to improve accuracy and support budgeting and scheduling cycles.
- Analyzed performance against forecasts and KPIs, identifying drivers of variance and providing insight, recommendations, and recovery actions to stakeholders.
- Worked closely with operations and suppliers to understand capacity, demand trends, and resourcing requirements, including shrinkage planning.
- Delivered intraday and weekly planning outputs, ensuring alignment between tactical and strategic forecasts.
- Supported scenario modelling, impact assessments, and business change activity to inform decision-making.
- Maintained and improved planning models and MI reporting, ensuring data accuracy and consistency across outputs.
- Produced clear performance narratives for senior stakeholders, translating complex data into actionable insight.
- Collaborated with cross-functional teams to improve planning processes, standardized reporting, and supported continuous improvement across forecasting and resource planning activities.
Live Operations Analyst
Ovo Energy
Remote
2024.01 - 2025.10
- Manage in-day operational performance across a complex operational estate, supporting both day-to-day service delivery and high-pressure incidents or peak demand periods.
- React quickly to customer and contact centre impacting issues, collaborating with cross-functional support teams including Telephony and Incident Management to drive timely resolution.
- Produce insight-led analysis and performance reporting for key stakeholders, clearly communicating operational trends, root causes, risks, and business impacts.
- Proactively identify service risks and opportunities by analysing real-time data and implementing effective operational levers to optimise performance outcomes.
- Drive continuous improvement, innovation, and simplification initiatives to enhance team efficiency, processes, and reporting capabilities.
- Support service delivery decision-making through strong understanding of operational plans, providing solution-based recommendations with clear risk and impact analysis.
- Analyse and interpret operational data to deliver concise, actionable insights and support effective resolution of real-time challenges.
- Collaborate across the wider Planning Analyst community to share knowledge, improve reporting capability, and support peer development.
- Provide timely business updates and communications during live operational incidents and service-impacting events.
- Support standardisation and governance across Forecasting & Planning systems, processes, and procedures.
- Take a proactive approach to supporting management priorities and wider business objectives.
- Support and guide colleagues across the wider team to ensure consistent delivery of core operational priorities and service standards.
Resource Lead
Ovo Energy
Remote
2023.01 - 2024.01
- Utilised centralised forecasting models to ensure the right people with the right skills were deployed effectively across all customer communication channels.
- Built, published, and managed shifts and schedules using workforce management tools to balance operational demand with colleague preferences and wellbeing.
- Created bespoke intraday views for groups (up to four squads) to define and monitor demand by channel and interaction type.
- Influenced and educated Group and Squad Leads on day-to-day resourcing decisions, operational performance, and workforce optimisation.
- Produced and presented real-time performance insights to monitor schedule adherence and operational effectiveness within an agile environment.
- Monitored adherence to schedules and proactively managed escalations, partnering with Squad and Group Leads to improve planning discipline and accountability.
- Developed strong relationships with Live Operations and the central Forecasting & Planning team to respond rapidly to unexpected fluctuations in customer demand.
- Identified skill and preference gaps within Groups and collaborated with Squad Leaders and People teams to support recruitment, onboarding, and capability development.
- Provided data-driven insights into Squad maturity, workforce performance, and customer experience outcomes.
- Managed real-time operational queries, escalations, and resource adjustments to maintain service performance targets.
Workforce Management Analyst
OVO Energy
2022.11 - 2023.01
- Ensure all outputs are delivered on time aligning to the planning cycle.
- Build intraday schedules and deviations based on agreed shift/contract portfolio, online with scheduling of planned activities.
- Analysis of operational metrics performance (Demand, AHT, Shrinkage) using trend and other data to produce accurate insight, projections, and prognosis for business planning at a skill level.
- Release of overtime, toil and annual leave allocation.
- Conduct administration tasks to ensure platforms are kept up to date, of customer inquiries and maintained accurate and detailed records of interactions.
- Collaborated with team members to optimize customer service processes and improve overall customer satisfaction.
- Demonstrated strong problem-solving and communication skills in addressing customer concerns and finding effective solutions.
- Utilized company systems and resources to provide accurate information and assist customers with account management tasks.
Workforce Management Analyst
SSE
Havant, Hampshire
2017.11 - 2022.11
- Played a key role in resource planning and optimization, ensuring efficient allocation of workforce and equipment to meet operational requirements.
- Analysed data and generated reports to identify trends and patterns, making data-driven recommendations for resource allocation and process improvements.
- Collaborated with cross-functional teams to develop and implement resource planning strategies.
- Utilized forecasting models and tools to project future resource needs and optimize scheduling.
- Monitored and evaluated resource utilization to identify areas for improvement.
Team coach
SSE
Havant, Hampshire
2017.08 - 2018.11
- Supported the onboarding and development of new starters, helping them transition into confident and capable Customer Service Advisors.
- Delivered coaching and mentoring to improve customer service performance, communication skills, and call quality standards.
- Conducted regular call listening and quality assurance reviews, providing constructive feedback and actionable development points.
- Held regular 1:1 meetings to track individual progress, identify training needs, and support achievement of performance targets.
- Assisted advisors with handling complex customer queries and escalations, promoting positive customer outcomes.
- Worked closely with management and wider teams to maintain service standards and improve overall team performance.
- Encouraged a positive and supportive team culture focused on continuous improvement and customer satisfaction.
- Supported the delivery of training, process guidance, and best practice sharing across the team.
Customer service advisor
SSE
Havant, Hampshire
2015.11 - 2017.08
- Provided exceptional customer service and support to customers, ensuring their needs were met and issues were resolved in a timely manner.
- Handled a high volume of customer inquiries and maintained accurate and detailed records of interactions. Collaborated with team members to optimize customer service processes and improve overall customer satisfaction.
- Demonstrated strong problem-solving and communication skills in addressing customer concerns and finding effective solutions.
- Utilized company systems and resources to provide accurate information and assist customers with account management tasks.
Education
Level 3 Diploma - Music Performance
Southdowns College
Waterlooville 2012.09 - 2014.07
GCSEs -
Park Community School
Waterlooville, Hampshire 2007.09 - 2012.07
Accreditation - Real-time Effectiveness
Forum Assisted Learning Pathway
Remote 2025.04 - 2025.10
Skills
- Resource Planning
- Data Analysis
- Process Improvement
- Knowledge of Workforce Management Systems
- Stakeholder Engagement
- KPI monitoring
- Trend analysis
DETAILS
- Waterlooville
- 07449882222
- Sarahcollier95@outlook.com
References
References available upon request.
Timeline
Planning analyst (Secondment)
Ovo Energy
2025.10 - Current
Accreditation - Real-time Effectiveness
Forum Assisted Learning Pathway
2025.04 - 2025.10
Live Operations Analyst
Ovo Energy
2024.01 - 2025.10
Resource Lead
Ovo Energy
2023.01 - 2024.01
Workforce Management Analyst
OVO Energy
2022.11 - 2023.01
Workforce Management Analyst
SSE
2017.11 - 2022.11
Team coach
SSE
2017.08 - 2018.11
Customer service advisor
SSE
2015.11 - 2017.08
Level 3 Diploma - Music Performance
Southdowns College
2012.09 - 2014.07
GCSEs -
Park Community School
2007.09 - 2012.07