Daniel Bowman Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

- Utilising the Genesys Support Platform, plan along with build and manage agent profiles, shift rotations, reoccurring patterns and rosters as well as accommodating any specialised roster requests and trainings required.- Responsible for planning, creating and managing rosters across 900+ staff in line with operational objectives and forecasts.- Planning, managing and updating of all leave types across different lines of business including agents and overhead staff, coaching, training… Show more - Utilising the Genesys Support Platform, plan along with build and manage agent profiles, shift rotations, reoccurring patterns and rosters as well as accommodating any specialised roster requests and trainings required.- Responsible for planning, creating and managing rosters across 900+ staff in line with operational objectives and forecasts.- Planning, managing and updating of all leave types across different lines of business including agents and overhead staff, coaching, training and all other non-productive activities.- Proactively identify and solve potential gaps or surplus in staffing levels.- Have an advanced understanding of the Workforce Management software platforms including Genesys Workforce Management and CCPulse.- Update and utilise Microsoft Excel reports, documents and real time management processes.- Utilising and maintaining multiple Outlook inboxes and ensuring action is taken within a timely manner along with the creation and sending of calendar and meeting invites.- Developing and maintaining relationships with both internal and external stakeholders whilst balancing operational and client requirements.- Monitor agent AUX usage and hold times in real time and react as required to ensure optimal staffing levels and schedule adherence is met.- Day-to-day management of absenteeism, COVID-19 tracking and backfilling essential roles including support staff as required.- Responding to escalated issues and ad-hoc requests including shift swaps, general roster changes and requests for data.- Reviewing Real Time and future data and making recommendations to meet KPI objectives.- Creating and updating detailed process documents to assist with training and maintaining consistency. Show less

Brisbane, Queensland, Australia

- Accessing, creating, and coding client records in multiple systems. Following a given schedule for the day and being flexible when it is required to change and ensuring to fulfil job role and KPI requirements.- Providing customers with tailored solutions in line with APS values to suit varying situations through the use of provided resources.- Ability to assist customers from diverse and varied backgrounds, including multilingual, disabilities and highly vulnerable circumstances… Show more - Accessing, creating, and coding client records in multiple systems. Following a given schedule for the day and being flexible when it is required to change and ensuring to fulfil job role and KPI requirements.- Providing customers with tailored solutions in line with APS values to suit varying situations through the use of provided resources.- Ability to assist customers from diverse and varied backgrounds, including multilingual, disabilities and highly vulnerable circumstances whilst providing a high level of customer service skills and telephony training.- Feedback management and complaints handling whilst uploading APS values and following approved processes and escalating where required.- Following Federal government guidelines and policies, interpretation of legislation and decision making at an APS4 level.- Adhering to strict identification and verification policies in-line with the Privacy Act 1988. Show less

Indooroopilly, Queensland, Australia

- Providing excellent direct and indirect customer service on the selling floor, in the fitting room and at the cash points.- Actively work with garments, including processing, stocking, replenishing, folding, hanging, displaying and merchandising to maximize selling opportunities.- Working effectively with team members to ensure all areas are clean and well maintained.

Brisbane, Queensland, Australia

- Working in Seasonal Holidays area providing customers with a very high level of service to ensure every customer has the best experience in store.- Assisting to find the perfect gift for the customer every time.- Providing additional services such as gift wrapping, shipping and tailoring to the specific needs of the customer.

Brisbane, Queensland, Australia

- Assisting customers to make purchases, returns and find items both on the shop floor and over the phone. Making positive commercial decisions to benefit the business.- Organize and distribute the work of the team by set priorities and keep an overview of the tasks to be accomplished.