Michael Downey Email & Phone Number

I am an experienced and dedicated Workforce Manager that is excited about finding opportunities and driving change within an organisation.In my current position I am responsible for all aspects of WFM from long term forecasting and capacity planning, scheduling and real time on the day management across multiple industry types from service to sales, insurance to telecommunications to tourism. I am responsible for maintaining the workforce relations across 18 different clients with contact types ranging amongst inbound, outbound, chat, messaging and email workloads.When commencing at TSA group 8.5 years ago the portfolio was small with 1 client and about 1000 staff to schedule for. Over this period, I have built the Workforce Management team to be an integral part of the business involved in all projects and maintaining all work types. The entire portfolio has grown, and my team currently manages approximately 3500 FTE needs in scheduling with work types ranging from as little as 10 FTE through to 600 FTE.I have been successful in doing this via my attention to detail, the enjoyment I have in the Workforce Management field, the establishment of solid process and using the skills acquired in LEAN training to remove unneeded “fat” from processes, making them more efficient.I currently live in a small town in NSW where my wife manages a holiday park. I am able to visit and work in Brisbane on a regular basis as I have family in Brisbane. Having worked form home for the last 8.5 years, my goal would be to continue to work from home as I have well established work practices and a strong work ethic to get everything completed on time.

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  Griffith University

  Commerce