Luke Withoos Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Supplying direction, operational leadership, and subject matter proficiency to optimise current rostering methodologies and orchestrate the implementation of state-of-the-art technology and scheduling solutions for continuous support in the Bureau of Meteorology's Aviation Division.Rewrote and undertook consultation of new procedures for continuous operations of Aviation Forecasting Division across multiple sites nationally.Facilitated the implementation and support of new rostering, planning and payroll tools throughout whole of division.Consulted on current rostering and HR requirements to ensure all legal requirements are met.Provided support in project development of Concept of Operations alongside the introduction of workforce management structure.

Melbourne, Victoria, Australia

Strategic and Operational workforce planning with a focus on report development and maintenance, partnered with capacity planning and relationship management with local and international vendors. Responsibilities include capacity planning and documentation of resource movements to ensure demand and budget commitments are met. Providing ongoing support through expert knowledge and experience of workforce planning to a developing team of workforce planners to become a best in class workforce management solution for a global financial service brand.Primary functions include:Forecasting and PlanningRelationship Management Budget trackingRisk analysisResource CoordinationReport developmentInvoice reconciliationA brief summary of responsibilities include:• 3 month, and 12 month demand and capacity planning internally and with vendors globally. • Providing expert advice and training to internal and external stakeholders.• Planning staffing solutions according to customer demand data, budgets and operational needs.• Rolling monthly resource and capacity planning for negotiation with vendor.• Stakeholder management including operational management team, vendors, and internal technology and finance teams• Monthly invoice reconciliation and tracking against agreed headcounts

Melbourne, Australia

Operational workforce planning with a focus on forecasting, and relationship management for a subcontractor workforce on the NBN OMMA program of work. Responsibilities include demand forecast validation and regular review to ensure a balance of resource capacity and demand on a national level for HFC, and FTTN technologies.Primary functions include:Forecasting and PlanningRelationship Management Demand validationRisk analysisResource CoordinationRoster ManagementA brief summary of responsibilities include:• Short-term, and mid-term forecasting of demand and capacity internally and with the vendor (NBN). • Providing solution based outcomes to internal and external customers.• Planning staffing solutions according to customer demand data, holidays, staff requests / leave and events / projects.• Rolling monthly resource planning for contract negotiation with vendor.• Stakeholder management, this includes the operational management team, vendors, and subcontractors• Roster and schedule maintenance programs

Melbourne, Australia

The focus of the role is to develop, deploy and manage the company’s demand forecasting and staffing requirements for the Escalated Complaint Resolution group (ECR) to enable the company to achieve its business goals, customer expectations and contracted obligations. Responsibilities include strategic planning input and management of all WFM and ACD systems requirements for domestic and international centres in both internal and partner environments.Primary functions include:Forecasting and PlanningData AnalyticsReport DevelopmentReal-Time MonitoringACD/WFM Systems SupportStaff Scheduling and OperationsPerformance ManagementCentre Operations LeadA brief summary of responsibilities include:• Short-term, mid-term, and long-term forecasting of staffing for Telstra complaint management and customer service call center teams; onshore, offshore, internal and vendor. • Extensive data analysis to perform long term and short term forecasting, identifying and reporting on analysis findings to relevant business managers. • Providing solution based outcomes to business managers from detailed analysis.• Planning staffing solutions according to customer demand data, holidays, staff requests / leave and events / projects.• Reporting on relevant KPIs, demand forecasting and overall performance of centers to executives, including ad-hoc requests for information.• Stakeholder management, this includes executives, senior management, project managers, vendors and staff• Real-time analysis of call demand and staffing; sourcing additional resources to support shortfalls on an ad hoc basis• Management of workforce optimization projects. • Design and development of detailed reporting documents.• Creation of training documents for use of reporting systems.• Creating and releasing schedules, incorporating staff leave requests, shift swaps and preferred working hours.

Melbourne, Australia

• Main role providing support to the complaints management functions in managing key relationships and ensuring customer delivery and service experience were continuously improved. This support was provided to successfully drive and exceed customer satisfaction initiatives and build loyalty from customer base.• Provided leadership and resourcing guidance for the Resolution Support centre on a real time basis. Assisted consultants in this space to manage workload over a number of functions including call queues, document vetting, and ad hoc support in person.• Supported subsidiary organisation Boost Mobile in development of processes and procedures in the management of TIO complaints for the organisation. Acted as primary contact for Escalated Complaints Resolution for all complaint matters for Boost Mobile.• Facilitated training for consultants internally and with partners locally and interstate to ensure correct complaint resolution. Provided full training to consultants in the support of Boost Mobile complaints.• Trained and supported complaint case management teams in correspondence requirements and fulfilled vetting tasks on an ad hoc basis.

• Trained, supervised, and supported staff in the Customer Retention team; overseeing multiple campaigns in support of the customer base and accepting correspondence from Health members in request to cease their Health Insurance policy. • Managed operational functions for Customer Retention group including scheduling, demand planning, workload distribution, and reporting.• Worked with campaign project teams to adequately facilitate the goals of customer contact campaigns. • Administered ACD integration of campaign data including data import, deployment of workload, risk management, and training for consultants, management, and reporting staff.• Designed, developed, and deployed reporting tools for Customer Retention group.• Extensive data analytics to identify trends and root cause analysis to rectify systemic issues.• Defined management commitment and a highly disciplined approach, created and regularly reviewed performance metrics and provided administrative support and identify criteria for successful team performance.• Design and implement performance review processes and incentive compensation to recognize performance; create a process for reviewing and responding to ideas, suggestions, comments and perceptions from all team members.

• Supervised contact centre activities for Customer Service, Sales, Technical Support, and Customer Retention functions. • Performed ad hoc resourcing moves to ensure demand was managed within performance targets.• Developed and completed intraday, daily, and weekly reporting for all centre functions in centre performance, team performance, and individual performance. This reporting was used for forecasting, planning, and operations functions and used for performance management throughout the contact centre.• Restructured scheduling model for all centre units; providing rotating rosters for all teams in a 24/7 contact centre.• Directly led teams ranging in size from 6 FTE to 26 FTE and PTE.

Provided support and maintenance to the network and website for Alma Imports.Upgraded and implemented new systems to improve the efficiency and effectiveness of services provided.Maintained all catalogues provided to wholesale and retail clients for all products and service provided.Ongoing support provided on a contract basis.; Redesigned Alma Imports catalogue for sales contractors and barcoded catalogues for Spotlight stores.

Certificate Iv Interactive Digital Media, Interactive Digital Media

Education record