Shane Oneill

Workforce Planning Manager @Experian Consumer Services

Nottingham, GB

Leading and developing a Planning and Real time Team with 6 direct reports.Working with areas of the business to enhance efficiencies and best practise. In October 24 Implemented NICE WFM and Telephony across the Customer Contact Centre. Reviewing capabilities and configuring in what we require the systems to work best for us. Creating and delivering training to front line and bringing them onto the business journey to deliver both excellent service to our Customers and keeping colleagues engaged and informed.Changing business behaviour in what we always use to do to moving to a more agile way of working with the software giving us the steer for the business. Accountable for short and long term deliverables to maximise the platform to its full potential.Working collaborative with our partners on and offshore in India and South Africa with 3 direct reports.Providing guidance and scenarios to enhance staffing gaps, utilising opportunities at minimal cost to the business. Helped increase Service levels from 30% to 80%.Maximised Agent adherence to a consistent result of 90% Reduced inbound call traffic by 2k a month from monitoring call demand and recommending changes to educate customers via the IVR which wasn\'t adding value to the experience.Adapting Business continuity plans reducing impact to the Customer Engaging with all Business areas and supporting with Incident Management. Helping to reduce Tech time and quicker resolutions upon notifications of incidents. Allowing the Operation to return to normal quicker.Creating a Team Charter and holding each other to be accountable.Setting SMART but strenching objectives Quartley and Annually. Reviewing on a regular basis, Celebrating success, supporting individuals on their progression and managing under performing team members if required. Being available for HR related meetings such as Absence Management, Conduct meetings.