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Cameron Croxon at Motorway

2024 Planning Awards

Cameron’s partnership-driven approach to workforce planning at Motorway showcases transformative outcomes. By prioritising collaboration, his team achieved a 13% FTE saving, equating to £1.3 million in savings. Challenges like manual administrative tasks were reduced by 23%. Cameron’s leadership style has an emphasis on delegation, integration, and continuous improvement, driving efficiency and skill development within the workforce.

Stephen Banim at indeed

2024 Planning Awards

Stephen implemented innovative forecasting methods, driving efficiency and cost reduction through leveraging data-driven insights. Collaborative solutions, guided by his effective communication style, helped tackle challenges such as integrating new features like chat. Stephen exemplifies the transformative power of experience and strategic thinking, setting a standard for excellence in modern workforce management.

Michael Ferrera at indeed

2024 Planning Awards

Michael champions accessible data presentation, pre-emptive issue identification, and real-time response strategies. His approachability and dedication to learning earn praise from stakeholders, while his collaborative spirit fosters a culture of innovation. Projects include self-scheduling implementation and a shift towards future-focused data analysis. Michael’s efforts not only streamline operations but also cultivate a data-centric culture.

Kat McCarron at Hiscox

2024 Planning Awards

Kat led initiatives to enhance planning for admin and outbound calling, improving efficiency and customer service. By scheduling dedicated admin time and implementing an outbound booking tool, agents experienced reduced pressure and increased productivity. Collaboration with the operations team streamlined referrals, while understanding underwriters’ workload improved processes and built stronger relationships.

Mohamed Nasr at emovis

2024 Planning Awards

Mohamed led the implementation of the Genesys system at emovis. Through comprehensive testing with a test team and frontline feedback integration, he was able to ensure the necessary adjustments for operational efficiency. Colleague commendations highlighted Mohamed’s strong planning skills and proactive attitude, with his innovative suggestions proving successful. His contributions exemplify a commitment to excellence and continuous improvement.

Zach Haddenham at eBay

2024 Planning Awards

Zach’s journey at eBay showcases the transformative impact of curiosity, collaboration, and innovation. From simplifying processes to implementing ground-breaking features, Zach’s proactive approach has not only solved long-standing challenges but also inspired others to embrace learning and teamwork, setting a blueprint for success in today’s dynamic customer operations landscape.

Iain McFarlane at DHL

2024 Planning Awards

Through streamlined processes and a commitment to continuous improvement, Iain achieved significant savings and operational efficiencies. By fostering a culture of learning and embracing challenges, Iain empowered his team to excel and innovate. He exemplifies the potential for personal growth within the organisation, with a focus on operational excellence and customer satisfaction.

Kristie-Leigh Armstrong at BT Group

2024 Planning Awards

Kristie-Leigh spearheaded a transformative journey in workforce management, with an  emphasis on communication, collaboration, and employee well-being. Through initiatives like Flexi-breaks, My Day and Uni-flex, she has helped shape a culture of accountability and inclusivity, reducing shrinkage and increasing coverage. Kristie-Leigh’s dedication to personal development and support for colleagues inspires others to embrace change, drive innovation, and prioritise the welfare of their teams.

Katherine Emerson at BT Group

2024 Planning Awards

Katherine’s shift pattern comparison tool has revolutionised shift planning, empowering team leaders and reducing reliance on planning input. Pre-launch, bespoke pattern requests surged at 10% monthly, dropping to a 3% overall reduction. Enhanced collaboration with operations ensured the tool was used to its full potential. The “Try Before you Apply” initiative streamlined recruitment into the planning team, allowing team members to understand what planning do and improving candidate selection.

Mark Lincoln at Aviva

2024 Planning Awards

Mark aligned working patterns with demand which led to improved service quality and a 9% increase in queries handled and he was able to recognise nuances between voice and chat scheduling to optimise agent efficiency. By leveraging both experiential knowledge and analytical tools Mark advocates for a blend of instinct and data-driven insights, with an emphasis on the importance of historical data for forecasting.
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