SUEANN O’CONNOR
Granstown Village,Waterford
Summary
Results-driven professional with expertise in capacity planning, process development and optimisation, and risk management. Demonstrates proficiency in client account management, strategic resource planning, and business improvement, with a proven track record of mentoring teams and driving operational excellence. Skilled in shrinkage analysis, recruitment forecasting, budgeting, and technical support using tools such as IEX, Aspect, and Verint. Adept at problem solving and team leadership to deliver measurable improvements in organisational performance. Committed to leveraging skills for continued growth and impactful contributions to business success.
Overview
14
14
years of professional experience
2004
2004
years of post-secondary education
Work History
Scheduling Manager
Wayfair
Remote, Ireland
01.2021 - 01.2024
- Responsible for management of a team of 4 scheduling analysts, who have responsibility to deliver and maintain schedules for over 1,000 employees across multiple sites and European stakeholders whilst ensuring delivery of service levels and business profitability
- Overall Management of outsourcing demand and schedules
- Implementation of new workforce management system
- Ensuring team goals are in line with company objectives
- Training and Development
- Recruitment and selection
- Streamlined operational efficiency by implementing an innovative scheduling system.
- Provided training sessions on new scheduling software, increased user proficiency.
- Handled unforeseen changes in schedules promptly, minimised disruption to workflow.
- Updated all stakeholders regularly to maintain transparency in operations.
- Fostered team collaboration for enhanced productivity through open communication channels.
- Liaised effectively with various department heads for smooth operation of schedules.
- Coordinated cross-departmental meetings for seamless information flow.
- Developed contingency plans for unexpected disruptions or changes in schedules.
- Revamped outdated scheduling practices to increase operational effectiveness.
- Integrated new software tools into existing systems, streamlined scheduling processes significantly.
- Conducted regular audits, ensured schedule adherence across all departments.
- Managed complex scheduling scenarios whilst maintaining high levels of accuracy and attention to detail.
- Enhanced project delivery times with proactive schedule management.
- Analysed staff availability to ensure optimal resource allocation.
- Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
- Delivered new hire training and mentored established staff on processes and procedures.
- Partnered collaboratively with other departments to determine optimum schedules for special projects.
- Identified skills gaps and arranged relevant training to upskill clerical team.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Directed team in producing diverse work with word processing and desktop publishing applications.
Centralized Aspect System Administration
Amazon
Remote, Ireland
01.2020 - 01.2021
- Responsible for overseeing the ongoing support, user training and maintenance of our global Workforce Management (WFM) systems and tools
- Responsible for overseeing various team tools/initiative launches, overseeing cross-functional activities such as requirements gathering, review and user acceptance testing
- Mitigate risk within the WFM team(s) by providing expert advice and ensure the proper resolutions are met in a timely manner
- Understand change and use change management strategies and tactics to support projects
- Ensures communication, training, and production support
- Successfully delivered on tasks within tight deadlines.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Senior Scheduling Analyst
Amazon
01.2015 - 01.2019
- Responsible for technical support across a multi functioning team accountable for both Europe and the Middle East
- System administrator for our workforce management tool, accountable for the upkeep and implementation of new activities and streamlining processes to provide efficiency and accuracy across the scheduling team
- Managing partner sites, providing interval level forecasts and ensuring staffing commitments meet desired levels
- Communicating staffing shortages with partner sites and mitigating shortfalls in house across all EU sites
- Planning Christmas forecasts, staffing and leave allowances for all of Europe and middle East, ensuring service levels are met and employee satisfaction is also met
- Providing efficiencies and optimisation within the team by restructuring processes
- Delivered and consulted on various projects which needed to be implemented globally and across Europe
Scheduling Manager
ABTRAN
01.2014 - 01.2015
- Responsible for the management of a team of 7 scheduling analysts, who have responsibility to deliver and maintain schedules for over 1,000 employees across multi sites and accounts whilst ensuring delivery of service levels and business profitability
- Forecasting and scheduling for tender submissions
- Capacity planning (New Clients/New Activities)
- Ensuring team goals are in line with company objectives
- Activity forecasting on behalf of clients
- Companywide capacity management including delivery to management team
- Training and Development
- Recruitment and selection
- Analysed staff availability to ensure optimal resource allocation.
Forecasting and Capacity Analyst
ABTRAN
01.2013 - 01.2014
- Provided short, medium and long-term forecasts across all business areas and analysed factors driving activity volume, staffing and labour costs
- Communicated all completed forecasts data to both internal and external clients
- Provided ongoing engagement with key stakeholders to ensure forecast accuracy was met and deadlines achieved
- Developed, implemented and managed a collaborative forecasting process that collected and reconciled information from diverse sources into a single unified statement of demand
- Provided Actual to Budget Forecast, variance explanations and ratio/trend reports
- Actively communicated with all relevant departments to ensure that they were aware of all issues that may affect forecast accuracy
- Continuously reviewed forecasting practices and procedures to increase efficiency and drive business improvement
- Worked with Scheduling Analysts to ensure that they were aware of forecasts and assumptions that were used to allow for greater decision making across the team
- Helped drive analysis for initiatives to identify areas to add value
- Developed reports for internal and external management teams in conjunction with reporting team
- Enhanced system performance for optimal productivity through strategic capacity planning.
- Identified potential risks in capacity availability, ensuring uninterrupted service provision.
- Responded promptly to incident reports related to capacity or availability issues, minimising disruption timeframes.
- Analysed capacity requirements by studying demand patterns and business growth projections.
- Liaised effectively with stakeholders regarding any planned changes affecting capacity or availability parameters of systems and services provided.
Scheduling Analyst
ABTRAN
01.2010 - 01.2013
- Responsible for 250 plus people ensuring delivery of service levels & Business Unit profitability via continuous improvement, talent development, trend analysis and excellent communication
- Analysed the daily management of proposed effective shift patterns to match business requirements and optimised performance of all operations whilst maximising agent satisfaction by providing flexible options
- Continuous improvement - operated a lean operation to ensure efficiencies & profitability of the business both short and long term
- Risk Management and Capacity Planning - analysed and provided feedback to the Operation on staffing levels, absence and attrition trends, recruiting where necessary to ensure staffing remains at optimal levels
- Demand planning and forecasting - ensured optimal staffing by analysing previous trends and minimising overall idle percentage
- Business Intelligence and reporting
- Analysed data and generated trend analysis to drive productivity and efficiency
- Ensured staffing is in line with call volume to provide the greatest efficiency to the business whilst ensuring targets are in line with agreed KPIs
- Analysed schedules for areas of risk and made appropriate changes and/or recommendations
- Managed call blending between inbound and outbound calls to drive productivity
- Identified opportunities and proposed recommendations to tactically improve resource utilisation both short and long term
- Used data to analyse the results of the change and determine success or downfalls and areas of further improvement
- Continually reviewed schedules and scheduling practices to increase efficiency of the business
- Attended meetings as required to provide information to the operations managers
- Provided Trend analysis that drives business improvement
Education
Double Honours Degree - Geography and Sociology
NUI
08.2003
Level 9 Certificate - Workforce Management
SETU
Waterford 09.2023 - 06.2024
Skills
- Capacity Planning
- Process Development/Optimisation
- Risk Management
- Client Account Management
- Strategic Resource Planning
- Problem Solving
- Shrinkage Analysis
- Mentoring/Training
- Recruitment Forecasting
- Business Improvement
- Budgeting
- Team Leadership
- IEX
- Aspect
- Verint
- Technical Support
Timeline
Level 9 Certificate - Workforce Management
SETU
09.2023 - 06.2024
Scheduling Manager
Wayfair
01.2021 - 01.2024
Centralized Aspect System Administration
Amazon
01.2020 - 01.2021
Senior Scheduling Analyst
Amazon
01.2015 - 01.2019
Scheduling Manager
ABTRAN
01.2014 - 01.2015
Forecasting and Capacity Analyst
ABTRAN
01.2013 - 01.2014
Scheduling Analyst
ABTRAN
01.2010 - 01.2013
Double Honours Degree - Geography and Sociology
NUI
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