nigel knott

resource and capacity planning specialist

About

Resource and Capacity Planning Specialist at Optionis Group

Country

united kingdom

City

stockport

Industry

financial services

Skill

call centers, forecasting, resource planning, contact center management, avaya ip telephony, management, business analysis, intraday, avaya asa, iex total view, qmax workforce management, nortel symposium, information technology, project management, outsourcing, microsoft office, workforce management, team management, vendor management, analysis, contact centers, stakeholder management, people management, erp, team leadership

Experience

resource planning team leader

barclays

2009-1 - 2012-1 · 3 yrs 1 mo

Management of Resource Scheduling Analyst direct reports, driving their performance, development, coaching and measurement of attendance and results.

resource planning analyst

barclays

2007-1 - 2009-1 · 2 yrs 1 mo

Managed the operational performance of Service Point Telephony Customer Services by forecasting, planning and intraday management of three hundred UK based staff that answer internal IT related calls. Tools used include : Q-Max workforce management system, Nortel Symposium.

resource scheduling analyst

barclays

2004-1 - 2007-1 · 3 yrs 1 mo

Managed the operational performance of Service Point Telephony Customer Services by maintaining and improving the planning and scheduling of 300 staff based in the UK. Tasks involved roster production and agent holiday maintenance.

global resource planning manager

barclays

2012-1 - 2015-8 · 3 yrs 8 mos

IT Service Desk. Responsible for the forecasting, planning and intraday management across two locations - Lithuania and UK. Coverage of circa 300 agents with 50+ skills to monitor across 5 clusters with differing call peaks due to consumer base including India, US, UK and Western Europe. Responsible for the successful migration of workforce management applications in IT Service Desk from Q-Max to IEX TotalView, along with telephony migration from Nortel Symposium to Avaya CMS. Experience of building strong working relationships with external partners such as Q-Max and NICE, to maximise performance and capability of the workforce management tool in the working environment.

learning academy co-ordinator

barclaycard

2003-1 - 2004-1 · 1 yr 1 mo

Responsible for driving performance of new entrants into the company through training, coaching and measuring performance.

intraday support analyst

barclaycard

2001-1 - 2003-1 · 2 yrs 1 mo

Providing support to the Intraday Analyst across two UK site locations, improving the efficiency of the call centre by monitoring and addressing agent whereabouts, balancing resource supply requirements against demand call peaks of different contact channels - phone calls, internet emails and correspondence letters.

resource and capacity planning specialist

optionis group

2015-8 - Present · 11 yrs 1 mo

Responsible for the resource requirements and capacity management of the companies that are part of the Optionis brand - Clearsky Accounting and Parasol. Increase efficiency by working with the different teams within the brand and providing solutions to make the resource more productive through new ideas and different ways of working, utilising my experience and specialist expertise of resource planning.