Joseph Winfield Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Australia

• Responsible for the resource management of a newly established contact centre of 50 FTE, in an omni-channel environment servicing both internal and external customers.
• Introduced daily and weekly reports on agent and centre performance utilising advanced Excel and DAX skills to support operational decisions in the absence of a WFM system
• Regularly reviewed staffing requirements in a constantly evolving environment to recommend required FTE to meet customer demand
• Recommended and introduced a system of a pool of casual staff, that was scheduled to cover forecast unpaid UPL and achieve Service Levels, while still being budget-neutral.

Pudsey, West Yorkshire

• Brought in by a new Operations Manager to introduce workforce planning practices to an omni-channel contact centre of 40FTE
• Used SQL and Excel skills to deliver reports on previously unseen centre and agent performance, to enable targeted agent coaching and make recommendations on capacity planning.
• Introduced and maintained short-to-long term forecasting for the centre for all its communication channels
• Managed the real time performance of calls, emails, activities and webchats to meet customer expectations and business SLAs.
• Responsible for an apprentice who reported to myself, and developed his skills and readied him for a career in Workforce Planning.

Brisbane, Australia

• Managed scheduling and rostering for a multi-skill contact centre in Workforce Planning team of three.
• Further developed my skills and working knowledge of Aspect Workforce Management and implemented several process improvements, including significantly automating the timesheet creation process.
• Configured, rolled out and supported the WFO web tool, resulting in improved staff engagement through a more transparent annual leave approval process.

Brisbane, Australia

• Creation of schedules and rostering of activities for a multi-skilled, inbound and outbound contact centre of 150 staff, using software such as Aspect Workforce Management.
• Worked within a team of Workforce Analysts to efficiently deliver schedules and reports, and seek efficiencies and process improvements within the running of the team and wider contact centre.
• Assisted in the workforce planning for the back-office department of 100 staff, including leave management and rotational rostering to meet staffing requirements.

Brisbane, Australia

• Managed a team of up to twenty customer service representatives (CSR) in a high-volume contact centre receiving up to 6000 calls per day, providing positive leadership and direction for CSRs with regular feedback.
• Developed the performance of individuals, including coaching team members to meet individual KPIs, and to resolve escalations at first point of contact, and ensuring compliance with company policies, procedures, and.
• Provided expert customer service to escalated and complex customer issues and complaints while complying with company policy and State legislative requirements
• Assisted and liaised with team members using available resources during a major restructuring process, identifying actionable strategies to effectively deal with change

Managing day to day rostering activities for a call centre of approx 120 people, including shift swaps, booking annual leave and meetings.Have been very active in helping integrate a newly acquired contact centre, including creating forecasts and modelling of existing call volumes and other activities performed by the team to manage future workloads.

Supporting the customers of IBM's international client over the phone, which involved supporting almost all Apple products, including iPhones, iPads and Mac computers and software. Lots of customer service skills were built up, as well as a lot of knowledge about how best to troubleshoot issues and how to fix Apple products. Though the role involves.