David Grant Email & Phone Number

Australia

Very Excited to have joined the amazing team at Arzo. I'll be providing senior consulting within primarily the Workforce Management and Optimisation / Transformation space across multiple industries and sectors throughout Australia and New Zealand.

• Workforce Management expert• Business Optimisation• Communications and Service Delivery• IT & Voice.• People Management, Coaching, Training and Development.• Contact Centre Management and Technologies.• Vendor and Contract Management.• Financial Modelling and forecasting.• Networking.• Solutions & Strategy Development.Industries• Defense, Airlines, Banking & Finance, Telecommunications, Outsourcing, Recruitment, Retail & GovernmentTechnical Expertise• A majority of Workforce Management / Resource Planning Technologies. • Significant Voice and PABX experience (Avaya, Genesys, BCMS etc)• Expert Microsoft Excel• All other standard Office and Analytics Applications• VBA, SQL

Australia

Reporting to the Head of Workforce Planning & Talent Acquisition, this role is a commercial manager with responsibility for working lines of business, functional areas, Talent Acquisition and key stakeholders to develop workforce and resource plans.Consulting with the business to solve and/or to mitigate current and anticipated workforce challenges including shortages, surpluses or skill mismatches.Using internal and external analysis, reporting, insights and recommendations to proactively identify workforce requirements to execute business plansDeveloping insights from analytics on critical capabilities to relevant stakeholders for action planningProviding Leidos Australia enterprise wide demand forecasts Assisting Business Development in the development of tender responsesPlans future projections of resourcing needs and forecast resource growth base to enable current and future resourcing strategies Working with external agencies, government departments, industry and other stakeholders on resourcing strategies

Burwood East, Victoria, Australia

Richmond, Victoria, Australia

Offer expert support and guidance during rapid growth phase. Unprecedented times, I had the pleasure of being involved in the rapid growth of over 400 fte in a one month period as well as supporting reporting and operations.

Melbourne, Australia

Implementation of End to End Workforce Planning best practice for Mobilisation and Sustainment during significant rapid growth period.

Williamstown, Victoria, Australia

6 Month Fixed Term - Design and implement mobilisation Operational Workforce Planning practice during period of unprecedented growth.

Currently Available

Optimisation and Transformation with a focus on WFO best practise delivery.

Cheltenham

Maternity Leave Cover:My role was to manage and lead the iSelect Operations Team to identify and drive key optimisation projects that deliver efficiency, effectiveness and scalability throughout the business. With WFM and Operations responsibilities, the high performing Operations team is critical to business outcomes and ongoing success. We cover a broad spectrum of responsibilities Including telephony and workforce planning platform, telephony and workforce planning projects, various housekeeping activities, vendor/supplier management, invoicing/budget management and strategy/capacity planning. My role includes liaising with various internal stakeholders including Business Unit Group Executives and the broader Marketing and Commercial arms of the business. I thoroughly enjoyed my time with iSelect and had the pleasure of being inspired by some wonderful people!

Docklands

With our workforce of 30,000 people, more than 6 million Australian personal customers, and an ever growing offering of customer channels - our team is able, for retail, to effectively ensure we are adequately and appropriately staffed to meet over 50 million customer transactions and sales conversations, per year across the country in bricks and mortar retail branches!Working within nabs top performing personal bank business management team, my role is to drive capacity planning & workforce planning excellence throughout personal bank to meet business objectives for FTE planning, staff productivity & efficiency, branch activity, staff engagement and customer satisfaction.Myself included we currently have 2.3 WFP FTE supporting retail with approx 4500 FTE in nearly 800 stores. Despite the limited resources we continue to meet and exceed business objectives often with requests being made at the 11th hour I am also consulted as Resource/workforce Planning Expert, providing help, guidance and advice to the Business, frequently enabling benefits realisation and providing complex specialised analytics. I am currently the owner of Resource Planning tools, applications and systems and am directly accountable for the development of future resource planning tools, reviews and in the assessment of enterprise wide tools affecting our front line. I designed, built, tested, implemented and deployed world class retail network capacity plans with detailed trend analysis for every branch within the network, this has become an essential strategic tool for the business facilitating relevant, fact based conversations for existing operations and guiding long range planning. Broadening our capability and developing a centre of excellence offering demonstrable strategic benefit to the business whilst ensuring we maintain best practise WFP and WFO across the enterprise is the key objective.

Salmat are an ASX 300 company with offices across Australia and Asia with a workforce of over 7500. The Industry leader in Print, BPO, Digital Media & The evolution of one to one communications.Salmat Customer Contact Solutions is one of the largest outsource contact centre providers in Asia Pacific. With Agents across 4 countries Salmat CCS represents a dynamic and unique WFM environment.I was responsible for overseeing the WFM Department across 3000+ agents in 50 call centres including at home agents, for setting strategy, training and development and growth of Salmats WFM consultancy. I was tasked with ensuring delivery of best practice Workforce Management solutions internally and in a consulting capacity for some of Australia's and New Zealands largest icon's across many industry sectors.Salmat offer world class best practice for our clients in addition to offering a consultancy practice that helps you achieve the best in WFM through;WFM Health ChecksDeep Dive WFM DiagnosticsWFM Fundamentals TrainingAcross multiple technologies and functioning under a strong best practice Operating Rhythm, Salmat WFM is delivering all aspects of WFM and driving innovation and efficiency.As an active member of the WFM community I am a board member of the Society of Workforce Planning Professionals (www.Swpp.org) and sit on the Genesys Product Advisory Council.

After over a decade in the Contact Centre space in a variety of positions I felt it was time to make a change whilst leveraging of my extenisve network. As a consultant with IQ Business Solutions (now iq-people) I enjoyed all aspects of business consulting with a focus on Human Resources and Recruitment.IQ Business Solutions was formed in 2004 and has continued to show dramatic growth on the back of transparent contracts and unique service offerings. With experts in all industry sectors and featuring as preferred supplier for a large number of Blue chip organisations, IQBS is a dynamic and fun place to be.

Manager of Melbourne Operation of Lufthansa's Global Contact Centre Network. Responsible for WFM, IT & Telephony and CC Operational Matters.Wore many hats: Vendor, Contract Manager, Deputy MD, Global Strategic input, Productivity increases, performance metrics and partner relationship management, IT&T Manager, Incident management, Budgetary control, Forecasting and staff planning, Center management, recruitment of support staff.

Industry group founded at UCMS under Tina Schembri and I amongst the team. I presided over this group successfully for many years where we brought together professionals from within the Workforce Planning community to discuss issues and ideas in a free forum. Sadly the time demands of managing and adminsitrating the group became too demanding to accomodate along with a full time job that required frequent O/S travelling and the group is now disbanded with smaller satellites forming under the same model and continuing the sharing of ideas..

Multisite contact center network, I was responsible for all centres, Brisbane, Melbourne, Adelaide and Jakarta in forecasting and schedule planning. Another cirtical element was in strategic planning and identifying productivity increases and cost reductions. I was the Enterprise Workforce Manager designing and managing workflow and resourcing across the enterprise realising annual reduction in operational costs in excess of $850K

End to End Outsourced contact centre WFM