Dan Scott Email & Phone Number

Melbourne, Vic, Au

Melbourne, Australia

Forecasting the needs and telling the stories of future community demand for our call-taking and dispatch services. Joining up the right people to collaborate and improve performance through analytics, learning, project management and change practiceWorking with project management, learning, operational and emergency service agencies to deliver: move of staff to new emergency control centre; upgraded WFM system; employee learning, development and compliance; improvements to core location and dispatch systems; analysis for pandemic health response scenarios; introduction of Fire Rescue Victoria and Police Assistance Line processes Connecting the operational Workforce Management team with program managers and other stakeholders across ESTA to ensure seamless delivery of change and delivery of community performance standards

Melbourne, Australia

Provided guidance to Contact Centre management in staffing and reporting for Civic Compliance and Fine Enforcement services to local and state governments. Workforce Planning helped support Sheriff services, correspondence, outbound revenue collection, bid preparation and vendor management for telephony and ACD services.

Melbourne, Australia

Joining-up thinking across Lumo through long-term demand forecasting, partner management, capacity planning, business intelligence and data integrity processes.Directing a team of contact analysis professionals responsible for coordinating inbound, outbound and non-voice routing, resourcing and reporting across several vendors and departments. Working to optimise operational excellence and enhance the customer experience by analysing the Voice of the Customer and the behaviours of agents. High involvement in customer experience technology roll-outs at Lumo; working through business integration planning with Lumo becoming a Snowy Hydro businessCurrently running Interactive Intelligence IC4 and NICE IEX WFM

Melbourne, Australia

I provided roster design, forecasting, workforce planning and commercial analysis for inbound and back-of-house contracts at one of Australia’s most dynamic outsourcers. Over ten years, I worked with clients in sectors as diverse as financial services, transport, pay TV, telco and energy networks. Among my demonstrated skills and abilities are:ForecastingSchedule Design for Employee engagementRecruitment planningClient & Stakeholder RelationshipsNICE IEX WFM expertNew Business DeliveryVoice Management (multiple platforms)Team Leadership

Melbourne, Australia

Working to service the advocacy, membership and events of successful not-for-profit organisation (was then Bicycle Victoria)

Melbourne, Australia

Frontline customer service role. Also acted as Team Leader and queue manager.

Preston, Victoria

Managing customer services at council-owned 400-seat theatre in Melbourne's northern suburbs

Ba, American History

Activities and Societies: University Radio Falmer

Bachelor Of Arts (B.A.), American History (United States)

Activities and Societies: WNUR-FM; Daily Northwestern