Mark Read Email & Phone Number

Woongarrah, Nsw, Au

Australia

• Designing and implementing an effective and engaging local communications framework across all contact centres for Consumer, Commercial, Bank and Wealth contact centres.• Supports initiatives from Insurance, Bank and Wealth manufacturing across all contact centres• Identify and remove unnecessary customer contacts through identifying and implementing process improvements and training opportunities. • Supporting technology rollouts across all contact centres• Provide insight, advice and expertise on optimising efficiencies within the performance and operations team and wider Contact Centre teams• Develop strong working relationships with the Contact Centre Effectiveness team, Contact Centre peers and a broad range of stakeholders and departments, to deliver outcomes in line with department and divisional strategy• Support on-call critical incident management, ensuring the ability to provide timely / effective solutions and escalations where required• Support design and delivery of IVR /routing changes in conjunction with Telephony to support Contact Centre Strategy• Review and refine Contact Centre call flows to ensure best practice and timely customer contact is delivered consistently and is in line with industry best practice• Act as a referral point for technology issue management with the ability to resolve and/or analyse and prepare advice to key stakeholders

Gosford, New South Wales, Australia

- Maintain and manage rosters and schedules on a day to day basis, whilst ensuring core shrinkage targets are adhered to and staffing levels are balanced for optimal performance- Facilitate business activity requests while meeting legislative and agreed guidelines such as existing Enterprise agreements in order to maximise business outcomes- Manage and administer processes for new starters, shrinkage, exceptions, leave, public holidays and flexible shift requirements- Actively seek and promote process improvements while ensuring that the scheduling function is continually operating at Industry best practice- Providing support to the Workforce Planners and Managers to ensure workforce planning best practice- Provide feedback into the planning cycle - Support Contact Centres with effective leave management and public holiday process- Produce high quality accurate documentation including but not limited to: Net Staffing Matrix, weekly meeting documents, rosters and scheduling plans- Accurate and timely execution of new starter process- Scheduling processes and roster optimisation- Determine suitable options for shift flexibility and publish in a timely manner- System changes and maintenance at a local level (eg teams, skills, agent groups, etc)- Actioning team change requests in an accurate and timely manner- Provide analysis in relation to scheduling, as required/requested- Deliver high quality, detailed and accurate scheduling/training roll out plans- Ensure rosters are optimised in order to deliver positive customer experience- Updating exceptions as requested both pre and post activity- Escalating risks to performance to appropriate channel; ie Manager, Planner, Contact Centre Stakeholder- Provide observations as feedback into workforce planning cycle

Newcastle, Australia

Suncorp, GIO, AAMI, Just Car Insurance-Product Underwriting-Account Management-Policy Administration-Dispute Resolution -Coaching and Development

Newcastle, Australia

Men's wear

Cert Iv, Business Frontline Management

Hsc