Steven Markham

Executed strategic workforce planning initiatives to enhance operational efficiency professional with extensive experience leading forecasting, capacity planning, scheduling, budgeting and resource optimisation across large-scale customer service operations. Delivered workforce strategies balancing customer demand, service performance and financial objectives. Managed workforce plans for multi-channel environments supporting over 300 FTE across multiple client operations to optimise resource allocation. Led analytical initiatives in stakeholder management, operational planning, workforce modelling and business performance improvement.

Developed key competencies for effective workforce management

• Forecasting & Demand Planning
• Conducted capacity planning analyses to ensure adequate resource availability
• Designed resource modelling techniques to optimise workforce utilisation
• Scheduling & Rostering
• Budget & FTE Planning
• Workforce Optimisation
• Developed scenario planning frameworks to prepare for market changes
• Implemented workforce analytics and management information systems for better decision-making
• Established performance management systems to enhance employee productivity
• Coordinated recruitment planning activities to meet staffing needs
• Stakeholder Engagement
• Operational Improvement
• Service Level Management
• Led change management initiatives to support workforce transitions
• Excel & Data Analysis

Led six Team Managers and approximately 65 customer service colleagues supporting Delay Repay and customer contact operations.

• Managed operational delivery and workforce deployment for customer contact activities across rail industry support services.
• Established a Delay Repay processing function to support compliance with new industry regulations.
• Reviewed workforce requirements to maintain optimal staffing levels during seasonal demand fluctuations, severe weather events and rail disruption.
• Conducted regular performance and planning reviews with six train operating companies.
• Recruited and onboarded 80 new colleagues to support operational growth and enhance service delivery.
• Designed and delivered training programmes supporting colleague capability and service improvements.
• Fostered a positive, high-performance culture through targeted coaching, development initiatives and stakeholder engagement.

• Managed collections and debt recovery operations to enhance recovery rates and streamline processes.
• Developed processes to improve operational effectiveness and customer outcomes.
• Led team performance through targeted coaching and mentoring, improving workforce effectiveness.
• Oversaw service levels and staff scheduling to ensure optimal productivity and meet operational targets.

Managed collections teams to achieve operational and financial targets.

Streamlined operational efficiency via strategic workforce deployment and targeted performance management.

• Led workforce scheduling and staffing activities to ensure service level achievement during peak demand periods.
• Developed high-performing teams through ongoing training, mentoring and engagement initiatives.
• Coached colleagues through performance reviews and development programmes to enhance skills and capabilities.
• Managed challenging customer escalations while maintaining compliance and customer experience standards.
• Progressed into leadership following strong performance across collections, retention and customer service operations.
• Key Responsibilities & Achievements