David T. Email & Phone Number

Melbourne, Australia

Managing a team of Auditors, ensuring that audit cases are actioned appropriately, and within set service standards.Approving case actions according to set delegated authoritiesManage Team workloads using the Siebel Work Management & Case Management system

Melbourne, Australia

Assisting 2 teams of Client Engagement Officers conducting Data Matching audits for omitted income (Employment, Welfare, Dividend/Interest, Partnership & Trust), Medicare Levy Surcharge, Medicare Levy Exemption & Private Health Insurance Rebate. Assisting Client Engagement Officers with the more complex audits and enquiries Conducting team training & assisting with onboarding of new staffResolving complaints raised through official channels directly with clients or their authorised representativesCreating phone schedules for the team using Genesys WFM. Staff are scheduled to work on the inbound phone lines, or action correspondence sent in by clients or their representatives according to business needs & client demand.Reporting on inbound telephony performance for the teams on a regular & adhoc basis - 4 inbound lines across all Australian time zones.Monitoring inbound telephony performance in real time utilising Genesys CCPulse, and assisting Team Leaders to implement call management strategies during periods of high call demand.

Melbourne, Australia

Conducting audits to ensure taxpayer compliance with Capital Gains Tax obligations relating to the sale of property.Liaising with clients, or their authorised representatives to finalise audits, request information & negotiate deadlines for clients or representatives to provide information as required.Conduct third party information checks as necessary, utilising internal systems & external systems such as RP Data.

Melbourne, Australia

Creating & Maintaining staff schedules for 12 teams, across 3 states, covering 3 different work types, in 3 different time zones across Australia. Utilizing the Genesys WorkForce Manager tool. Ensuring that there is sufficient staff coverage to meet set service standards, and forecasted call volumes.Ensuring that schedule builds & published schedules comply with the relevant Enterprise Agreement.Producing reports for management on telephony performance across 3 different inbound lines, on staff attendance, and on initial letter response rates. On a regular and ad-hoc basis.