Analyst of the Year
How do we engage our organisations and forge new approaches? See how Planning Analysts can make the difference, developing new skills and approaches. Take inspiration from the chance to ask questions and the panel discussion and reflect on how you can develop yourselves as professionals. Jonathan Oldroyd, Mark Jobson and Ross Parkes will share their stories.
- Hear their top tips for engaging stakeholders, colleagues and customers.
- Gain insight about what makes planning professional and effective.
- Take the opportunity to ask inspiring individuals about how they achieve success.
- Use this to focus your opportunities for learning, development and improvement.
Jonathan Oldroyd, Yorkshire Ambulance Service
Jonathan is a Capacity and Forecast Analyst at Yorkshire Ambulance Service with over 10 years experience in resource planning, previously having worked in insurance and accident management contact centres. His role at Yorkshire Ambulance Service has centred on the A&E field Operation with a focus on creating a workforce tracker for 2500+ staff spread over 60 stations across Yorkshire and using it to plan the recruitment and training of ambulance crews. Other work has focussed on introducing planning concepts in the Emergency Operation Contact Centre and working on aligning schedules to patient demand in all areas of the trust.
Mark Jobson, AXA Direct & Partnership
Mark is the Lead Workforce Planning Analyst at AXA in Teesside & has 12 years experience in the contact centre industry. He was heavily involved in the implementation of the planning process & introduction of WFM to AXA 5 years ago. Mark is currently working towards his accreditation through the Forum and is passionate about planning and sharing best practice.
Ross Parkes, Homserve
Ross is a resource planner with 6 years industry experience, working for HomeServe having previously worked for Legal & General. Prior to working in the call centre industry he attained a Law degree from Wolverhampton University and is currently studying towards his Diploma with The Forum through Ulster University. Ross works in Walsall one of HomeServe’s four contact centres. The Customer Sales & Service operation in Walsall receives 2.3 million contacts per year via telephone, post and live chat.