John Casey

Head of Resource Planning at Ascensos

With over 24 years in the contact centre and outsourcing business, John is recognised as an experienced, highly skilled contact centre planner.  As well as global experience in the industry, he played an integral role in partnership with Ulster University in designing and delivering the only BSc programme for the industry.

John is a practical, hands on planner who has worked with many of the UK's leading businesses on their resource plans.  This includes designing unique solutions to customer demands and auditing existing methodologies to look for efficiency gains, ensuring that there is a balance which meets the needs of the customers, employees and business stakeholders.

Prior to joining Ascensos, John was Director at ‘The Forum’, a best practice organisation devoted to enhancing skills of customer contact professionals.  Prior to The Forum, John started his career as a contact centre adviser before progressing to Resource Planner for Stream International in the UK.  Within months he was Head of Planning EMEA and progressed to Director of Planning EMEA.  He was responsible for delivery of planning related activities across 13 sites and was instrumental in solution design and commercial pricing.