Nancy O'Toole Email & Phone Number

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

• Plan, develop and present weekly plans for 20+ water treatment operators with the preventative maintenance and daily operational tasks they need to completed at the water treatment plants across North, South & Central South Australia• Stake holder engagement with Coordinators, SA water personnel and 3rd party contractors via calls, email and weekly meetings to discuss, organise and prioritize work that needs to be done in the SA Water treatment plants across South Australia• Communicate with 3rd Party contractors to negotiate and plan upcoming work needing to be completed at the water treatment plants•Analyse job plans and maintain preventive maintenance tasks that are kept in Maximo database• Weekly meetings with Coordinators to discuss planning schedule for their operators • Weekly meetings with maintenance team to discuss upcoming maintenance work that is needed at the water treatment plants and plan accordingly • Manage, review & maintain operator labour reports• Manage, review & maintain work orders and reporting in Maximo • Manage and schedule for future planned outages at the plants and liaise with our SCADA team• Update and manage daily tasks and work schedules in real time for when planned work doesn't go to plan on the day

Adelaide, South Australia, Australia

• Developed and produced staffing budgets for Origin LPG Contact Centre which consisted of 100+ FTE, and delivered detailed cost savings in the budgets• Maintaining accurate forecasts to reflect recent trends and upcoming changes• Provide regular analysis and recommendations for recruitments and key projects to stake holders• Planning and scheduling agent rosters for 400+ FTE across multiple areas within Origin and multiple sites, including offshore service providers• Analyse forecast data and historical performance/patterns to build and maintain effective schedules for Origin Contact Centres while adhering to EBA and contractual restrictions.• Maintained employee records to ensure data is captured for accurate FTE reporting and tracking• Facilitated regular coverage meetings with various stakeholders to discuss business strategies, projects, initiatives, and provided training and recruitment recommendations regularly• Oversaw large scale training rollouts across all contact center departments, encapsulating 1000+ FTE, in a highly changeable environment• Plan, schedule and support offline work to be done in all areas of the contact centre• Supported stakeholders by communicating effectively what's needed to meet service levels & KPI's

Adelaide, Australia

• Real time queue monitoring of up to 1000+ consultants across multiple areas within Origin and multiple sites (Melbourne, Adelaide and Manila)• Planning and implementation of offline for multiple departments, including training for 1000+ FTE• Supporting Resource Planners and taking on rostering for multiple departments with different requirements• Planning and processing exceptions and schedule updates• Coordination of intra-day activities to meet grade of service levels• Root-cause analysis of forecast variance, including recommendations to enhance performance• Monitored queue changes and made necessary changes to call queues to improve centre performance• Managed and actioned staff movements• Telephony & IVR Testing• Analysis of Contact Centre Call Flows and Customer Journey

Adelaide, Australia

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.• Took payment information and other pertinent information such as addresses and phone numbers to place orders.• Complied with company policies and procedures by encouraging positive and effective work environment among all employees.• Resolved concerns with products or services to help with retention and drive sales.• Trainer and coach for new employees to the business• Stepped in as a team leader to cover team leaders on leave and looked after a team for 3 months