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

CBD

• Leadership responsibilities and accountabilities for the following National Sales Centre teamso Customer Maintenance Operationso Customer Experience Review Programo Business Reportingo Workforce Planningo Project.
• 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

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.

• 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