Joedan Moodley

Motivated, passionate, award-winning workforce management specialist with over 13 years experience within the BPO industry of which 10 years of experience in workforce management/capacity planning department and 3 years in operations. Ranging from financial 
services, telecommunications, airlines, retail and utilities sectors. Accustomed to working in a fast-paced business environments, servicing clients across various geographical locations (SA, 
UK, USA and AUS) of circa 2000 headcount combined.
I am an empowered people manager, passionate about unlocking individual’s true potential, process improvement, efficiency and developing a team of future leaders. Immense knowledge and extensive experience with resource/capacity planning, sizing models for new and existing business, forecasting techniques, Short to mid-term scheduling, service delivery/real time management, implementation of the WFM function/cycle for new accounts 
and people management along with both local and international client relationship management. 
Process driven professional with exceptional communication, leadership skills, strong attention to detail and accuracy. Possessing exceptional time management skills and ability to work and perform well under pressure.

WORK EXPERIENCE
Account Planning Manager, CCI Call Centre International, September 2020-Current.
Account planning and real time management lead supporting to drive accelerated business growth and performance with existing and new clients, delivering effective resource 
management practices across the operations through the accurate forecasting of demand, effective deployment of staffing. Developing and maintaining a strong execution culture for both strategic and tactical planning in the UK financial services, telecoms, retail and utilities sector with a combined headcount of circa 2000 FTE. Provision of key relevant insight, 
information and analysis of data to make key decisions/recommendations to enhance commercial and account governance while building strong relationships between internal and 
external WFM and operational teams.
Key responsibilities (Include but not limited to the below)
• Delivering/facilitating account maintenance planning across multiple accounts with a combined headcount of circa 2000 FTE in the UK financial, telecoms, retail and utilities services and sales campaigns as well voice and non-voice channels.

Working with global planning & delivery teams to achieve: SLA management, scheduling efficiency, global capacity/resource planning and real time management.
• Managing both internal and external stakeholders up to CSO and MD level to balance both service delivery and P & L Targets across the full range of voice, non-channels.
• Build and maintaining resource/capacity plans, recruitment and training recommendations for mid – long term planning based on forecasts/requirements and 
discussions held with clients and the business (Directors and senior leadership) to ensure 
Staffing capacity is aligned to Vision/Key KPI's.
• Sizing models for new and existing campaigns to support the business RFP’s.
• To lead the design and development of operational planning models to support a multi-site and multi-skilled operations, to ensure maximum operational/commercial efficiencies are 
maintained.
• Maintaining, building and managing existing, new client relationship and key stakeholders to ensure a customer centric strategy, revenue & other partnership goals are achieved.
• Resolving conflicts of interest by use of data and insight, whilst maintaining a strong account governance & partnership by unpacking concern, inconsistencies, and providing/recommending solutions.
• Accountable for design, deliver and implementation of shift strategies that are workable for advisors, cost effective and deliver staffing at the right times, whilst ensuring heavy engagement with client planning/operations engagement, recruitment and training.
• Main point of contact and accountable person for capacity/resource planning, scheduling and real time management, balance of client planning & BI reporting delivery satisfaction, operations engagement, revenue assurance, work life balance in the operations and 
embedding a positive WFM, toolkit and reporting understanding & usage in the operations.
• Create process maps and standard operating processes/manuals and collaboration with internal teams to identity opportunity areas for process improvement and support implementing them throughout the business.
• Supporting as a project management lead for all WFM/Software/toolkits implementation across multiple accounts.
• To build, develop, coach and lead high performing multi-functional teams to deliver world class planning, real time management and resourcing services, while also analyzing and research team metrics to identify areas of excellence and implement across teams.
• Developing a thorough understanding of key client’s needs and requirements and preparing customized solutions.
• Acts a mentor/coach to the Workforce managers/Planning and Real time analyst to enable them to achieve their objective through customizing approach, planning for coaching interactions and communicating expectations.
• Engage with Client and operations teams as required to address operational issues and service delivery and identify service delivery improvement opportunities.
• Identifies the communications and relationship needs of stakeholder groups. Translates communications/stakeholder engagement strategies into specific activities and deliverables. Facilitates open communication and discussion between stakeholders, acting 
as a single point of contact by developing, maintaining and working to engagement strategies and plans.
• Weekly/monthly update and tracking of revenue against budget/billable and provide recommendations for mitigation plans.

Senior Workforce Planning Manager, CCI Call Centre International, January 2016- August 2020

Key responsibilities (Include but not limited to the below)
In summary - My role as Senior workforce planning and real time manager is a high impact, high 
visibility role responsible for staffing, scheduling, real time management, performance and reporting any deviations to plan that may impact business and client KPI’s and create 
mitigation plans to minimize impact on multiple campaigns. My goal is to craft the most efficient operation possible while meeting the needs of the client, staff and leadership partners. 
Developing a whole class team of real time and planning analyst.
• Real time management & delivering a real time service to both onshore and offshore business. Managing 10 real time and 3 planning analysts – ensuring delivery on service 
levels/abandon rates/intraday hourly reporting/call queue 
management/schedules/annual leave and special events planning between multiple sites.
• Coordination between client and operational teams around inbound trends, arrival patterns and customer drivers to improve their forecasting accuracy.
• Building client relationships and supporting with their marketing strategy by providing insight on response rate based on marketing releases.
• To manage the production of timely and accurate short-term forecasts, including workload, resource requirements and resource planning in support of financial and operational targets.
• Ensuring effective and efficient utilization of resources. Plans, organizes and manages the workload through accurate forecasts, staff calculations, schedules and management 
reports.
• Ensure that different methodologies are trailed regularly so that forecast model used is the best fit for that campaign.
• Review and approve all agent schedules created by the planning analysts ensuring that they are correctly optimized to meet business needs for quality, efficiency and service level targets. 
• Ensure that wherever possible, agent centric solutions are developed to positively impact on staff engagement and retention.
• Efficient communication with clients to immediately determine and resolve challenges, avoiding escalation.
• To manage the provision of accurate and timely pre and post impact assessments of proposed business or operational changes affecting the contact centre workload or service.
• To clearly identify overtime requirements in accordance with forecasts and communicate 
in a timely and effective manner to the operations leadership team.

Identify and agree key points of pressure and areas of surplus capacity across the business
to ensure accounts are correctly staffed, minimal overstaffing to ensure effective use of 
resources across the business.
• To manage the successful implementation of WFM and its supporting process.
• To continually review the functionality within the WFM package ensuring that all the 
benefits of the package are implemented.
People Management
• To manage a team of people ensuring that all company policies are followed and 
appropriately communicated.
• Weekly Coaching and 1 on 1 sessions with the team.
• Identify development needs and ensure capability within own area is aligned to 
requirements.
• Support with the development of future leaders

Service Supervision
• Monitor Grade of Service performance, ASA and AHT on a real time basis.
• Highlight any non-compliance to the relevant stakeholders.
Information Management
• Ensure that the suite of reports produced provides adequate insight into all factors that affect the efficient planning of the Centre.
• To develop as the business expert in your agreed area of specialization and then be the point of reference for all staff.
• To ensure that all service affecting incidents are documented and reported to the appropriate escalation team.

Workforce Planning Analyst, CCI Call Centre International, April 2015 - December 2015

Key responsibilities (Include but not limited to the below)
Accurate forecasting
• Produce timely and accurate forecasts, including workload, resource requirements and resource planning in support of financial and operational targets.
• Review the quality of all forecasts and impact assessments before submission to the Workforce manager for sign-off and wider communication.
Effective Generation of Schedules
• Prepare timely and effective agent schedules optimised to meet business needs for quality and efficiency, and to accommodate Contact Centre drivers: 
o Schedules are required for current and new employees for normal operations and “special days” such as public holidays.
o Schedules must incorporate the availability, shrinkage and workload assumptions agreed with-in the business.

NQF Level 4 Contact Centre Operations Management