Excited to lead a team of IT experts & Application Support Analysts across Australia & New Zealand. We are the next generation of Artificial Intelligence in Healthcare!

Privileged and honoured to have provided WFM expertise and leadership to the Government’s COVID response.Leading a team of 8 WFM extraordinaires!Saved the Ministry of Health $10 Million in savings - by having the right people at the right time with the right skill - along with streamlining the production plan process. A case study was written about our success and the team that I lead! Happy to share a copy with you!Personal Parliamentary letter and recognition from Dr Shane Reti (New Zealand Minister of Health) "Peter, please know the contribution of you and your team during the Covid 19 Response is appreciated. Your efforts as part of the workforce were crucial and I thank you for stepping up during a challenging time".

Brand Developers Limited is Australasia’s leading Direct Response Television Company specialising in product development, infomercial shopping and multi-channel retail distribution.Primary role - * Leading a team of 2 Workforce Schedulers whilst creating a collaboration culture which enables us to be a high performing team.* Ensuring that the Contact Center is always staffed at a level that enables optimal performance at the desired service level - assisting/heading up Recruitment function.* Responsible for paying over 250 FTE, fortnightly with a 0% payroll error rate. * Retain the position as subject expert in Contact Center scheduling and all processes relating as the Workforce Manager including payroll compliance and legislation.* Serves as Workforce Management liaison for management meetings and meetings with third parties.* Responsible for the devising of short-term and mid-term planning.* Responsible for providing in-depth analysis of the Center's performance and advising Stakeholders of any trends that need attention whether they have a positive or negative impact on service delivery/sales.

Accountable for the overall performance of the 24/7 Fisher & Paykel global contact centre and delivering on our low effort customer experience for customers in Australia, New Zealand, North America and United Kingdom by accurately putting the right people at the right time!Forecasting, Planning, striving to improve SLA's. Working in an Agile way, qualified Scrum Master, taught by the best in New Zealand [Assurity]. What is workforce management you ask?I simply put it down to being the art and science of having the right number of people, in the right place, at the right times while meeting a given service level. If you have any questions, feel free to ask me!More specific role duties include:• Monitor daily service levels and productivity and adjust schedules as necessary.• Real-time staff reallocation based on daily workload.• Analyse CSR schedules in order to meet service level requirements.• Monitor/interpret statistics to analyse current contact centre environment and the effect of changes to the schedule (e.g. vacation, sick, overtime).• Ensure necessary forecasts are prepared to support scheduling analysis.• Analyse trends and provide input/recommendations on improving call centre metrics including service levels, adherence, abandon rates, etc.• Manage off phone activities and overtime needs on a real-time basis to positively impact budget and service levels.• Perform “what-if” scenarios and root cause analysis for all service level deficiencies and present solutions/alternatives.• Maintain the integrity of workforce management tools and databases. • Seek efficiencies and helps to initiate change improvements.• Data analysis using Avaya and Verint Phone/WFM systems

Achieving contractual service level agreements for over 100 clients/organisations at the National Datacom Service Desk.Aug-Sep 2014 Voice Engineer Contact Centre Solutions 2 month secondment, building new ACD voice and email queues, recording and applying of voice overs for temporary IVR messages, VOIP Queue priority changes, scheduling of SQL reports, updating landing numbers, creation of WFM/adherence alerts in ININ, ACD routing for email queues,Jan 2010 to April 2013 DatacomQueue Manager/WFM - being the first point of escalation for the Centre. Managing rosters for the Canon Australia/NZ's contact centre

I was involved in the creation of the first ever Crime File Management Centre in New Zealand - I was a team leader of 5 staff in that department and after about 1 year I was offered a secondment to be a Supervisor of the busiest Watch-House in New Zealand - an offer I was sure to take up. For my efforts on the Crime FMC Project I (along with my other staff) was awarded with a recognition medal from the Police Commissioner.