Alan Bilsland
About Alan Bilsland
Alan Bilsland serves as the Performance & Forecasting Assistant Manager at HSBC, where he has worked since 2017. He specializes in resource planning and forecasting to enhance customer service operations.
Work at HSBC
Alan Bilsland has been employed at HSBC since 2003, holding various positions over the years. He currently serves as the Performance & Forecasting Assistant Manager, a role he has occupied since 2017 in Hamilton, South Lanarkshire, United Kingdom. In this capacity, he represents Workforce Management within the HSBC community, focusing on resource planning practices. His previous roles at HSBC include Real Time Service Manager, MI Analyst, and Senior Resourcing Officer, showcasing a progression of responsibilities and expertise in performance management and forecasting.
Education and Expertise
Alan Bilsland studied at the University of Strathclyde, where he earned a Bachelor of Technology (BTech) in Computer Science from 1998 to 2001. This educational background provides him with a solid foundation in technology and analytical skills, which he applies in his current role at HSBC. His expertise includes utilizing e-Workforce Management (eWFM) and Excel forecasting models to manage forecasts for call and contact queues.
Background
Alan Bilsland has a long-standing career at HSBC, beginning as a Customer Service Representative in 2003. Over the years, he has transitioned through various roles, including Senior Resourcing Officer and MI Analyst, before reaching his current position. His work experience spans nearly two decades, primarily focused on performance management and resource planning within the banking sector.
Achievements
In his role as Performance & Forecasting Assistant Manager, Alan Bilsland supports the business by delivering accurate contact volume and Full-Time Equivalent (FTE) forecasts. He ensures the relevance and accuracy of forecasts through continual updates and provides balanced analysis for new initiatives. His contributions are essential for maximizing customer service and effective resource management within HSBC.