Marty Le Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Implement and strengthen workforce planning capabilities across contact centre operations to drive better sales outcomes across both inbound and outbound lead types, which is achieved by optimal resource allocation, Intraday reporting analytics, process implementation/improvements.

Melbourne, Australia

My role as a WFM analyst was to provide managed services in Workforce Managment and Contact Centre Optimisation for a client in the price comparison industry with inbound and outbound capabilities. Typically achieved in the way of consultation, reporting & analysis and workforce planning/scheduling functions.

Melbourne, Australia

• Coordinated buying and merchandising decisions for a high volume 24-hour liquor store
• Managing up to twenty employees – recruitment; training; payroll; performance management; termination;
• Maintain up to date knowledge of market trends and products in store
• Forecasting short and long term revenues utilising varying criteria – history; climate; market; timing; economy
• Analysing data to use for target setting; budgeting; forecasting; resource planning in alignment with company values
• Negotiating regular buying deals with suppliers and banner groups

Melbourne, Australia

• Supervise up to 20 employees and handle day to day monetary transactions
• Weekly rostering of both fulltime and casual employees for a 24-hour, 7-day a week business
• Implemented and maintained online store

Melbourne, Australia

Melbourne, Australia

• Developed short to long term workload forecasts for front and back office work for both onshore and offshore partners.
• Maintained and strengthen a large portfolio of business’ (New Connections, Credit & Collections and Customer Services) through proactive reporting and analysis of weekly and long term results.

Melbourne, Australia

• Scheduling to medium term forecasts to maximise available resources within headcount budgets
• 250+ Agents over 2 separate business operations over 3 centres nationally
• Coach, mentor and empower stakeholders into making informed decisions to reach better contact centre outcomes
• Provided training to new leaders and specialists to better understand WFM practices and how it affects their business.

Melbourne, Australia

• Provide insight into workload conditions, schedule variance and effectively manage intraday re- forecasting to support the business in reaching national SLA targets
• Real time analytics for operational resources within a national operations environment o 450 Telephony based agents for 2 business operations over 4 centres o 500 Back office based agents over multiple business.

Melbourne, Australia

Front line support for contact centre agents during the billing engine consolidation.

Melbourne, Australia