Intraday and Scheduling Manager, Littlefish
Karen Wakelin is the Intraday and Scheduling Manager for the Littlefish Service Desk. Karen has over 18 years' experience working within contact centre environments, over 15 of these years was spent working for the Police Service in their emergency services contact centre. Karen started her journey as a Call Handler, handling both non-emergency and 999 calls, before being promoted through a variety of roles including Radio Dispatcher, Communications Team Leader, Staff Officer and Resource Planning Team Leader. It was during her time within the Resourcing Planning role that she realised this was the next career path she would like to pursue focusing on Contact Centre Workforce Management processes. Karen joined the Littlefish team in August 2019 to assist in the project management and implementation of RingCentral applications such as RingCentral Contact Centre and Workforce Management. Karen assisted Littlefish in fetching a number of operational practices into the Service Desk and is now responsible for the Workforce Management function which supports a 200 employee operation.