National Contact Centre Manager
Current
Mar 2024 - Present
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Nicole Hoffmann Email & Phone Number
National Contact Centre Manager
at
I-MED Radiology Network
LinkedIn matched
✓ Verified August 2026
3 data sources
Profile completeness 100%
Current company
Role
National Contact Centre Manager
Location
Brisbane, Queensland, Australia
Company size
Who is Nicole Hoffmann? Overview
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Quick answer
Nicole Hoffmann is listed as National Contact Centre Manager at I-MED Radiology Network, a with 923 employees, based in Brisbane, Queensland, Australia. AeroLeads shows a matched LinkedIn profile for Nicole Hoffmann.
Nicole Hoffmann previously worked as National Contact Centre Manager (Acting) at I-Med Radiology Network and Shared Services Manager at I-Med Radiology Network. Nicole Hoffmann holds Bachelor Of Commerce - Bcom, Marketing And International Economics from Griffith University.
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Email format at I-MED Radiology Network
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I-MED Radiology Network
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Profile bio
About Nicole Hoffmann
I have 20+ years in the contact centre industry in the Telecommunications field working with contact centres and BPOs across Australia and Asia. I am passionate about building and delivering best practice workforce planning, technology and strategy across a range of contact types (voice, digital and case) to ensure seamless and consistent customer experiences and agent options.I enjoy developing the skill, resilience and confidence level of my teams to make them best in class.
Listed skills include Operations Management, Training, Change Management, Demand Forecasting, and 2 others.
Current workplace
Nicole Hoffmann's current company
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I-Med Radiology Network
14 roles
Nicole Hoffmann work experience
A career timeline built from the work history available for this profile.
National Contact Centre Manager (Acting)
Shared Services Manager
Jul 2023 - Mar 2024
National Workforce Manager
Mar 2021 - Aug 2023
Business Operations Principal Workforce Management - Consumer And Small Business Contact Centres
Managing a team responsible for the delivery of workforce planning services across the Consumer and Small Business contact centre environment to meet a range business performance KPIs and budget. Supporting large size contact centres across both internal contact centres and BPOs. Managing workforce planning demands within inbound, outbound, live chat, messaging and case management contact centres. Experience with NICE WFM, Liveperson and exposure to Verint WFM. Management of the business… Show more Managing a team responsible for the delivery of workforce planning services across the Consumer and Small Business contact centre environment to meet a range business performance KPIs and budget. Supporting large size contact centres across both internal contact centres and BPOs. Managing workforce planning demands within inbound, outbound, live chat, messaging and case management contact centres. Experience with NICE WFM, Liveperson and exposure to Verint WFM. Management of the business workforce management response during 2020 Bushfire season and COVID 19 periods. Management of workforce planning support within a work from home environment. Show less
Feb 2019 - Mar 2021
Workforce Planning Team Manager - Consumer Contact Centres Faults
Management of the workforce planning team responsible for Consumer and Small Business fault contact centres across Australia, Philippines and India. Integration of the team into a larger workforce planning team. Inbound and case management contact.
Sep 2018 - Feb 2019
Workforce Planning Sme Support Manager - Consumer Contact Centres
Management of a team of workforce planning subject matter experts responsible for the delivery of workforce planning support across workforce planning tools, call routing, proficiency skill routing and process development for both internal call centres and BPOs. Delivery and roll out of NICE workforce management and training into BPOs domestically and internationally (The Philippines and India). Proficient across inbound, outbound, live chat and case management contact centres. Set up of new… Show more Management of a team of workforce planning subject matter experts responsible for the delivery of workforce planning support across workforce planning tools, call routing, proficiency skill routing and process development for both internal call centres and BPOs. Delivery and roll out of NICE workforce management and training into BPOs domestically and internationally (The Philippines and India). Proficient across inbound, outbound, live chat and case management contact centres. Set up of new work types (modelling, cost, workforce planning and routing). Show less
Oct 2013 - Sep 2018
Workforce Planning Analyst - Consumer Contact Centres
Providing workforce planning subject matter expertise to the contact centre business to support various projects and workforce management system processes. Process development and training to the workforce planning team for the NICE workforce management tool.
Apr 2007 - Sep 2013
Workforce Planning Team Manager - Consumer Contact Centres
Managing a team of workforce planners responsible for the macro and micro workforce planning requirements of the Mobile and Fixed Consumer contact centres within Telstra within Australia.
Apr 2005 - Apr 2007
Operations Support Manager - Mobile Contact Centres
Management of multiple cross functional teams responsible for workforce planning, performance reporting, call routing and strategic design within the Mobile national call centre environment.
Jan 2004 - Apr 2005
Workforce Planner - Mobile Contact Centres
Workforce planning - forecasting, scheduling for multiple Australian based contact centres approximately 2000 resources. Rolled out IEX workforce planning system into Telstra.
Jan 2000 - Jan 2004
Real Time Analyst - National Mobile Call Centres
Managing performance across multiple call centres to meet customer demand
Aug 1999 - Dec 1999
Call Center Representative
Call centre consultant managing customer inbound enquiries in a service environment for mobile consumer customers.
Jul 1998 - Aug 1999
Personal Assistant
Providing executive assistance to the director - coordination of diary, meetings and ordering.
Jan 1996 - May 1998
Team & coworkers
Colleagues at I-MED Radiology Network
Other employees you can reach at i-med.com.au. View company contacts for 923 employees →
BN
Briar Niewiadomski
Colleague at I-Med Radiology NetworkGreater Sydney Area, Australia
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BM
Bridie Macdonald
Colleague at I-Med Radiology NetworkBrisbane, Queensland, Australia
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JK
Jessica Keith
Colleague at I-Med Radiology NetworkCarlton, Victoria, Australia
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DW
Daniel Wheeler
Colleague at I-Med Radiology NetworkToowoomba City, Queensland, Australia
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LQ
Lisa Quach
Colleague at I-Med Radiology NetworkLiverpool, New South Wales, Australia
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RV
Ricky Vo
Colleague at I-Med Radiology NetworkAdelaide, South Australia, Australia
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MT
Malcolm Thomson
Colleague at I-Med Radiology NetworkCanberra, Australian Capital Territory, Australia
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RG
Ramya Gunjur
Colleague at I-Med Radiology NetworkGreater Melbourne Area, Australia
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MP
Mitchell Prentice
Colleague at I-Med Radiology NetworkGreater Sydney Area, Australia
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RK
Raj Kc
Colleague at I-Med Radiology NetworkHurstville Grove, New South Wales, Australia
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Briar Niewiadomski
Colleague at I-Med Radiology NetworkGreater Sydney Area, Australia
View →
BM
Bridie Macdonald
Colleague at I-Med Radiology NetworkBrisbane, Queensland, Australia
View →
JK
Jessica Keith
Colleague at I-Med Radiology NetworkCarlton, Victoria, Australia
View →
DW
Daniel Wheeler
Colleague at I-Med Radiology NetworkToowoomba City, Queensland, Australia
View →
LQ
Lisa Quach
Colleague at I-Med Radiology NetworkLiverpool, New South Wales, Australia
View →
RV
Ricky Vo
Colleague at I-Med Radiology NetworkAdelaide, South Australia, Australia
View →
MT
Malcolm Thomson
Colleague at I-Med Radiology NetworkCanberra, Australian Capital Territory, Australia
View →
RG
Ramya Gunjur
Colleague at I-Med Radiology NetworkGreater Melbourne Area, Australia
View →
MP
Mitchell Prentice
Colleague at I-Med Radiology NetworkGreater Sydney Area, Australia
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RK
Raj Kc
Colleague at I-Med Radiology NetworkHurstville Grove, New South Wales, Australia
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3 education records
Nicole Hoffmann education
Bachelor Of Commerce - Bcom, Marketing And International Economics
Bachelor Of Arts - Ba, Asian Politics And Economics
Education record
FAQ
Frequently asked questions about Nicole Hoffmann
Quick answers generated from the profile data available on this page.
What company does Nicole Hoffmann work for?
Nicole Hoffmann works for I-MED Radiology Network.
What is Nicole Hoffmann's role at I-MED Radiology Network?
Nicole Hoffmann is listed as National Contact Centre Manager at I-MED Radiology Network.
Where is Nicole Hoffmann based?
Nicole Hoffmann is based in Brisbane, Queensland, Australia while working with I-MED Radiology Network.
What companies has Nicole Hoffmann worked for?
Nicole Hoffmann has worked for I-Med Radiology Network, Telstra, and Videopro Group.
Who are Nicole Hoffmann's colleagues at I-MED Radiology Network?
Nicole Hoffmann's colleagues at I-MED Radiology Network include Briar Niewiadomski, Bridie Macdonald, Jessica Keith, Daniel Wheeler, and Lisa Quach.
How can I contact Nicole Hoffmann?
You can use AeroLeads to view verified contact signals for Nicole Hoffmann at I-MED Radiology Network, including work email, phone, and LinkedIn data when available.
What schools did Nicole Hoffmann attend?
Nicole Hoffmann holds Bachelor Of Commerce - Bcom, Marketing And International Economics from Griffith University.
What skills is Nicole Hoffmann known for?
Nicole Hoffmann is listed with skills including Operations Management, Training, Change Management, Demand Forecasting, Business Operations, and Performance Management.
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