At BT Group, I maintain headcount inputs for a capacity planning model covering 1,500+ employees, comparing actual staffing with onshore requirements to identify gaps that inform hiring requests.
I build and maintain interval-level schedules across 7 queues and 400+ FTEs, aligning staffing with forecast demand, skills, and availability. I also produce short-term, trend-based forecasts using historical demand patterns and known events.
I built a Power Automate workflow for leave-data collation and email distribution, saving 30–35 minutes of manual work daily. I present staffing and demand insights in regular reviews and conduct root cause analysis of performance gaps with stakeholders.
Earlier at BT Group, I monitored adherence and staffing across voice and chat queues, tracked attendance and shrinkage, and coached team members on processes and tools. At Convergys, I handled customer and operational queries for global clients.
