Summary
Overview
Work History
Education
Skills
Timeline
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Steven Markham

Barnsley,South yorkshire

Summary

Motivated Manager with excellent business acumen and broad experience across finance and operations roles. Highly adaptable and self-motivated leader with proven ability to manage diverse stakeholders. Offers strong analysis and innovation to identify solutions to challenging problems. Collaborative team player with excellent interpersonal, communication and conflict resolution skills.

Overview

18
18
years of professional experience

Work History

Workforce Planning Manager

First customer contact
Sheffield
04.2022 - Current
  • Developed forecasts aligned with annual budget targets for 6 train operators.
  • Planned FTE requirements utilising AHTs, shrinkage once forecasts had been confirmed.
  • Developed rotas for over 300 staff across 6 distinct service lines utilising call volumes and patterns during operational hours of 06:00-23:00.
  • Organised and allocated resources and budget to achieve objectives
  • Cultivated robust teams through strategic recruitment, orientation, and training of dedicated, diligent employees.
  • Achieved KPI targets and enhancements consistently through exemplary leadership.
  • Optimised staffing schedules for large workforce, ensuring operational efficiency while adhering to budget constraints..
  • Formulated revenue generation strategies aimed at driving growth.
  • Examined and addressed complex resource management challenges for enhanced scheduling
  • Optimised costs through strategic resource allocation and budget management techniques.
  • Reviewed and updated existing operational plans, resulted in streamlined processes and improved efficiency levels across all departments within organisation.

Duty Operation Manager

First Group
Sheffield, South Yorkshire
01.2019 - 03.2022
  • Managed team of six leaders to address complaints and process compensation payments for delay repay claims through collaboration with sixty five colleagues.
  • Spearhead project to successfully establish delay repay payment processing facility in compliance with new regulations.
  • Executed recruitment of 80 new colleagues during pandemic, showcasing compliance and service level agreement delivery within new teams.
  • Designed and implemented training for new schemes in absence of training manager, showcasing adaptability and proactive approach to colleague development.
  • Regularly assessing resource model to ensure appropriate headcount for managing workload fluctuations caused by adverse weather or network rail disruptions
  • Conduct weekly meetings with 6 operators to consistently communicate performance metrics
  • Fostered positive work environment through fair and supportive management practices.
  • Adjusted staffing levels according to business needs, prevented overstuffing or understanding instances.
  • Handled high-pressure situations calmly, ensured minimal operational disruption.
  • Led crisis management meetings with fast and effective solutions implementation.

Debt Recovery Manager

Origin Broadband
Doncaster, South Yorkshire
06.2017 - 12.2018
  • Supporting inbound customer enquiries answering around 300 calls daily
  • Managing customer emails in accordance with internal service level agreements
  • Liaising with other departments regarding payment queries, refunds and cancellations to provide first point of contact resolution wherever possible
  • Facilitating high-level coaching and development within debt recovery team by leveraging previous experience to elevate skillset of new team
  • Facilitated team meetings, authorised and documented contact centre advisor annual leave, and organised team rota coverage.
  • Coordinated cross-departmental collaboration for improved workflow.
  • Fostered positive work environment with regular team-building activities.

Vodafone Collections Team Manager

Webhelp UK
Rotherham, South Yorkshire
01.2007 - 01.2017
  • Demonstrated expertise in inbound retentions, sales, and collections over ten years.
    Achieved promotion to team leader within collections department due to performance excellence.
  • Whilst working within collections team, role included ensuring team had training, skillset, and ability to migrate unpaid plans to more suitable options meeting customer needs whilst maintaining empathy and often challenging customer conversation
  • Handled numerous calls within collections team involving complaints or frustrated customers in challenging situations, enabling demonstration of professionalism, empathy, and understanding while clarifying and adhering to key business processes was crucial for success.
  • Cultivated empathy and exceptional customer skills to deliver optimal service in collections department
  • Facilitated coaching to meet necessary standards for handling relevant department calls and delivered immediate, one-on-one feedback to enable continuous improvement among colleagues
  • Implemented staff rota schedules to ensure adequate coverage during peak times.
  • Achieved higher team efficiency with regular training and mentoring sessions.
  • Provided consistent leadership to maintain high levels of team performance and satisfaction.
  • Boosted morale by recognising and rewarding exceptional work.

Education

High School Diploma - Maths, English, History

Alva Academy
Stirling
06.1997

Skills

  • Excellent communication skills both verbally and in writing
  • Advanced planning and organizational skills
  • Problem-solving skills
  • Coaching and training empathy alongside great customer service
  • Adapting to different working environments
  • Microsoft Excel
  • Strategic Planning
  • Financial reporting
  • Invoicing
  • Operational support
  • Logistical planning
  • Salesforce CRM
  • Budgetary governance
  • Workforce development

Timeline

Workforce Planning Manager

First customer contact
04.2022 - Current

Duty Operation Manager

First Group
01.2019 - 03.2022

Debt Recovery Manager

Origin Broadband
06.2017 - 12.2018

Vodafone Collections Team Manager

Webhelp UK
01.2007 - 01.2017

High School Diploma - Maths, English, History

Alva Academy

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Steven Markham