Daniel Liner Email & Phone Number

Rockhampton, Queensland, Australia

Rockhampton, Queensland, Australia

Rockhampton, Queensland, Australia

Rockhampton, Australia

Rockhampton, Australia

Sydney, Australia

Located within the Branch Operations department, this newly established role provides forecasting, scheduling and reporting for 27 retail branches in the NSW branch network. IAG trades as NRMA Insurance.Operational support for 27 retail branches including:Prepare short, medium and long term forecasts to assist with planning future staffing levelsCreate efficient schedules designed to meet required daily service levels. Ensure schedules are cost effective and compliant with… Show more Located within the Branch Operations department, this newly established role provides forecasting, scheduling and reporting for 27 retail branches in the NSW branch network. IAG trades as NRMA Insurance.Operational support for 27 retail branches including:Prepare short, medium and long term forecasts to assist with planning future staffing levelsCreate efficient schedules designed to meet required daily service levels. Ensure schedules are cost effective and compliant with current enterprise agreement and staff availabilityConduct pre and post event analysis to determine and record business impactsProduce and circulate daily, weekly and monthly performance reports with commentary to branch managementAchievements included:Established and integrated long, medium and short term forecasting methodology and processesEnhanced all daily, weekly and monthly reporting which provided greater insight to performance against key metricsSupported trial of new customer queuing system to ensure reporting and functionality met business requirementsRecipient of award in recognition of internal customer service Show less

Sydney, New South Wales, Australia

Consultant to the Westpac Group Collections contact centre transformation project through the implementation of new tools with role focus on MIS reporting outputs.Business Analyst supporting the delivery of MIS for Westpac Collections Project:Model current and future workforce planning processes, which form the basis for process redesign and improvementsCollaborate with business partners, technology groups, suppliers and customer groups to elicit, analyse, prioritise, validate… Show more Consultant to the Westpac Group Collections contact centre transformation project through the implementation of new tools with role focus on MIS reporting outputs.Business Analyst supporting the delivery of MIS for Westpac Collections Project:Model current and future workforce planning processes, which form the basis for process redesign and improvementsCollaborate with business partners, technology groups, suppliers and customer groups to elicit, analyse, prioritise, validate, document and communicate business requirementsSupport Testing, Training and Implementation activities to ensure successful delivery of the overall business and technology solutionsAchievements included:Created and performed system user acceptance testing which ensured expected MIS reporting outcomes once in production for NICE quality monitoring and Tallyman collections systemAgent reconciliation of 600 Collections staff to streamline phone and dialler PIN process Show less

Sydney, Australia

Located within the Infrastructure Services [IT] department, this role provides technical solutions and system support relating to voice for 1,000 employees.Senior operational support for Voice throughout organisation including Contact Centres:• Responsible for all voice problem management and faults through to resolution as the senior voice IT support escalation point [Level 3]• Manage Level 2 desktop support team in order to meet team KPI’s• Support all Level 1 and 2 IT… Show more Located within the Infrastructure Services [IT] department, this role provides technical solutions and system support relating to voice for 1,000 employees.Senior operational support for Voice throughout organisation including Contact Centres:• Responsible for all voice problem management and faults through to resolution as the senior voice IT support escalation point [Level 3]• Manage Level 2 desktop support team in order to meet team KPI’s• Support all Level 1 and 2 IT support staff through definition of work allocation, process clarity, upskill and ongoing process design and documentation• Relationship Manager with Telstra for all voice related items, including any new or current voice business and fault resolution processes• Genesys Configuration Manager (CME) Administrator - Responsible for managing the integrity of the contact centre voice technical infrastructure and to ensure design meets business objectives• Partner with Business Units to understand and implement revised routing strategy and submit specifications to Telstra for configuration due to hosted solution• Ensure BCP is defined and DRP designed and configured as per business specifications• Define and provide security access to Telstra-hosted products including reporting tools for users, based on associated role for business intelligence• Proactively perform periodic preventative maintenance activity through system back-up with voice system to enable speedy restoration should the need arise• Facilitate change process for One3 number routing changes for Stella travel agencies Show less

Sydney, New South Wales, Australia

Operational support to call centres including:Produce highly accurate daily and monthly forecasts through historical data maintenance and analysis for key scheduling inputs, which include calls, average handling time (AHT), abandonment, service level achievement and agent occupancyCreate efficient schedules designed to meet required service levels, with consistency throughout each day. Ensure schedules are cost effective and compliant with current scheduling methodology and personal… Show more Operational support to call centres including:Produce highly accurate daily and monthly forecasts through historical data maintenance and analysis for key scheduling inputs, which include calls, average handling time (AHT), abandonment, service level achievement and agent occupancyCreate efficient schedules designed to meet required service levels, with consistency throughout each day. Ensure schedules are cost effective and compliant with current scheduling methodology and personal preferencesPrepare short and medium term capacity plans and long-term budgets to assist with planning future staffing levels required to meet business objectivesConduct pre and post event analysis to determine impacts to the business focussing on call drivers and agent performanceProduce and circulate daily, weekly and monthly performance reports to call centre and regional management for further analysis and submission to head officePartner with reporting, technologies, project managers, marketing, IVR team and centre management and build relationships with all levels within the organisation, from Vice President to call centre Agent, as demonstrated whilst implementing Aspect Empower and Call Design VQ Alert to 350 inbound Agents at the American Express regional headquarters in SydneyAchievements included:Seconded as Acting Regional Workforce Planning Manager, with a Team of 11 Direct Reports Coached and mentored newly recruited team members due to strong technical and communication competenciesCutover Project - Travel and Regional Corporate Services to workforce planning platform enabling a planned operational environmentLead role in rollout of VQ Alert and Empower lead to increased employee satisfaction and unadjusted adherence to schedule Show less

Sydney, New South Wales, Australia

Stellar provides outsourced end-to-end contact centre solutions. To provide a management consultancy service for call and resource management incorporating theories and business analysis. Operational support to call centres including:Produce highly accurate intraday, daily, weekly and monthly forecastsCreate highly efficient schedules designed to meet required service levels. Ensure that schedules are cost effectiveAchievements included:Proactively built… Show more Stellar provides outsourced end-to-end contact centre solutions. To provide a management consultancy service for call and resource management incorporating theories and business analysis. Operational support to call centres including:Produce highly accurate intraday, daily, weekly and monthly forecastsCreate highly efficient schedules designed to meet required service levels. Ensure that schedules are cost effectiveAchievements included:Proactively built relationships with call centres which ensured value was added to each step of the resource planning process Show less

Sydney, New South Wales, Australia

Provide management with workforce management support incorporating theories, forecasting and business analysis. Submit technical specifications for ACDs (queues). To meet Service Level Agreements (SLAs) by scheduling optimal staffing to meet the predicted forecast.Operational support to call centres including:Conduct conference calls with WFMs to gather event information to assist with future forecasting, and communicate resourcing changes, performance or activitiesForecasting… Show more Provide management with workforce management support incorporating theories, forecasting and business analysis. Submit technical specifications for ACDs (queues). To meet Service Level Agreements (SLAs) by scheduling optimal staffing to meet the predicted forecast.Operational support to call centres including:Conduct conference calls with WFMs to gather event information to assist with future forecasting, and communicate resourcing changes, performance or activitiesForecasting of calls and associated handling times, based on historical trends incorporating known future events and impactsWeekly allocation of workload to centres and reassessment daily through intraday adjustmentCreate schedules, compliant with award guidelines and entry into MISEnsure operational compliance via interstate site audits and preparation of reports on findings to measure compliance in operation and processes resulting in smaller operational variance between each centreAchievements included:Successfully recommended management revise MIS WFM training content and provider, which resulted in my acceptance of the Training role alongside my daily Planner responsibilities. This enhanced the skills and significantly improved feedback from participantsCoordinated Regional and National Workshops, which were a forum to deliver and share information for the WFMs on call and resource related topics enabling the business to better function overall due to enhanced theoretical understandingVoluntarily supported centres by providing after-hours service to minimise disruption to business during major unplanned eventsLeading role within Team for writing, editing and coordination of workforce documentation, for business initiatives or in-house processesConceived and maintained a centralised electronic reference, used by entire department which replaced paper folders Show less

Sydney, New South Wales, Australia

Inbound Telephone Agent including:Answer inbound calls from residential customers in regard to relocations, account enquiries, product sales.Working as part of a team to assist the centre to meet SLAsProcessing of information and accurately recording within databasesAchievements included:Managed Call Centre Induction Team for 11 months with responsibilities, which included; mentor & coach and leader of new recruits. Prepared monthly staff reports through analysis of… Show more Inbound Telephone Agent including:Answer inbound calls from residential customers in regard to relocations, account enquiries, product sales.Working as part of a team to assist the centre to meet SLAsProcessing of information and accurately recording within databasesAchievements included:Managed Call Centre Induction Team for 11 months with responsibilities, which included; mentor & coach and leader of new recruits. Prepared monthly staff reports through analysis of statistics and observation, and provided feedback and recognition on performanceActing Operations Manager for 2 months as the central point for all staff for fault reporting, and utilised MIS tool to ensure SLAs were within target goals Show less