Bryan Brain Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne

• Leadership & Management of Resource Planning team• Driving customer satisfaction through back office process efficiency• Forecasting & Scenario modeling for 3800+ FTE in Customer Services• Management Reporting and Business Intelligence• Provide recommendations for performance unit composition to enable maximum flexibility • Liaison with Products & Markets, Property, and Finance teams• Change management• Liaison with WFM Vendors to ensure programs are delivered on time and in budget• Foundation member of Diversity & Inclusion council for Customer Services

Cbd

• Leadership responsibilities and accountabilities for the following National Sales Centre teamso Customer Maintenance Operationso Customer Experience Review Programo Business Reportingo Workforce Planningo Project Management• Coaching and developing Team Leaders and staff from Workforce Planning, Customer Maintenance, and Project Management teams• Anticipating staff resourcing challenges and forecasting appropriately • Process improvement and projects, including identifying and implementing smarter work practices that contribute to measurable improvements • Analyse data and provide feedback on the effectiveness and efficiency of Contact Centre telephony and technology platforms in order to deliver premium service to customers• Establish a clear line of sight with direct line and direct reports, to ensure planning objectives support delivery of Contact Centre and BATA business strategy• Drive continuous improvement in processes and identify opportunities for innovation within the Contact Centre• Create an environment where innovation, outstanding performance and creative thinking are rewarded• Create an environment to support continual improvement & innovation for all related systems & processes• Identify, develop and implement plans for systems enhancements that will increase the efficiency and effectiveness of how we service our customers• Led project to roll out and Nice IEX Workforce Planning to the National Sales centre

Sydney

• Long term forecasting• Short term Re-forecasting• Intraday Management• Running and reviewing of monthly Premier Service Centre payroll file• Supporting Operational managers and team leaders with data and reporting requirements based locally, in Malaysia, and the Philippines.• Point of contact for Business Continuity Plan

• Management of a multi site workforce planning team• Long term forecasting for multiple deferrable and non-deferrable contact channels.• Development of long term recruitment and training strategies with key stakeholders.• Initiating and implementing flexible resource allocation strategies to deliver SLA benefits and cost savings• Investigating project initiatives and detailing risk assessments on potential customer impact;• Recommending strategies to mitigate customer impacts and reporting the analysis back to senior management.• Design and production of annual budget models, accounting for customer requirements, growth, and project developments over the next 12 months.• Management of incoming call routes and numbers for marketing campaigns and reporting on workload received.

• Trend analysis to develop accurate short and mid term workload forecasts.• Supporting Operational managers and team leaders with data and reporting requirements.• Instigating, negotiating, and communicating short term staffing and training plans to allow maximum workforce flexibility.• Workload allocation.

• Building & maintaining detailed statistical reports for senior management• Short term forecasting• Running and reviewing of weekly payroll file• Stakeholder management• Creating rosters for customer service, sales, and support teams• Allocation of shrinkage categories to comply with business targets• Ensuring correct amount of connect minutes flowed to outsourcers on an intraday basis• Monthly outsourcer account point of contact