Paula Rudiger Email & Phone Number

Adelaide, Sa, Au

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

Contract completed.Currently working on contract, with AnglicareSA, across 3 sites.As part of this role, I am required to develop and lead the implementation of the workforce optimisation strategy, within Community Aged Care, by ensuring the workforce strategy aligns with industry benchmarks and complies with relevant industrial instruments to achieve optimal results.I oversee rostering practices and ensure an effective and efficient model for rostering to ensure an… Show more Contract completed.Currently working on contract, with AnglicareSA, across 3 sites.As part of this role, I am required to develop and lead the implementation of the workforce optimisation strategy, within Community Aged Care, by ensuring the workforce strategy aligns with industry benchmarks and complies with relevant industrial instruments to achieve optimal results.I oversee rostering practices and ensure an effective and efficient model for rostering to ensure an appropriate level of resourcing to meet budgetary and customer service requirements and realise cost savings.I do ongoing reviews of workforce processes and systems and try to identify opportunities for continuous improvement, like ensuring that the rosters support minimal use of Agency staff, overtime, top-ups and cancellations, and working within the agreed budgeted parameters.I evaluate and interpret levels of customer satisfaction to recommend improvements for customer experience.By leading and supporting the Workforce rostering team, we can optimise revenue outcomes and maximise utilisation of the workforce through sound rostering practices.We built a culture that engages employees through communication, recognition, and collaboration.We worked on values and behaviours to build a commitment to a customer-focused service model, by proactively encouraging a team environment and a ‘learning culture’. I guide, supported and mentored staff performances and development to enable high-quality care.During my contact with AnglicareSA, I was tasked with decreasing the amount of agency staff used and increasing productivity overall.In my short time with AnglicareSA, we decreased the amount of agency staff by 43% with some days each week where the agency was not used at all.With the drop in agency, we were then about to increase the overall productivity of our care staff by 15%.The Rostering program used was ComCare.Incident reporting was done in Riskman.Reporting done in Power BI. Show less

Adelaide, South Australia, Australia

As the Team Leader of Scheduling, I maintained oversight and accountability of all my team members.I lead a positive work environment through professionalism, mentoring and team cooperation and demonstrated improvement through learning and planning strategies.I managed and maintained accurate records for leave applications and approvals through Employment Hero ensuring that leave is entered and approved in alignment with company policy and business requirements.I provided… Show more As the Team Leader of Scheduling, I maintained oversight and accountability of all my team members.I lead a positive work environment through professionalism, mentoring and team cooperation and demonstrated improvement through learning and planning strategies.I managed and maintained accurate records for leave applications and approvals through Employment Hero ensuring that leave is entered and approved in alignment with company policy and business requirements.I provided regular and ad-hoc reports to the Business Manager which enable full oversight of the scheduling operations in a timely manner.I was able to identify issues within the team and provide suitable resolutions.I provided management, as required timely updates on client services, staff updates/feedback and daily business activity.I ensured data was accurate, and up to date and that all changes are actioned daily.I maintained and monitored shift allocations to ensure that they are within clients’ plans and that all allocated shifts complied with award provisions.I ensured appropriately skilled employees are allocated and aligned with the client’s needs.I monitored absentee trends and communicated this to People & Culture as necessary.I assist with new employee onboarding ensuring a full understanding of the operational obligations and requirements.I was always striving for continuous improvement on current procedures to increase workflow and business efficiencies by utilising proactive workforce planning to meet client needs and growth patterns.I worked collaboratively with departments to reach solution-based outcomes and promoted and adhere to company policies and procedures Performance Goals.I strived to ensure the quality of my team scheduling services meet the company and client expectations.The scheduling program used was Sandwi.The rostering program was Employment Hero and Workday. Show less

Fullarton, South Australia, Australia

When I started with YNA, I was part of their Allocations team, creating shifts as needed and allocating to RNs, ENs, AIN and PCWs. After a short period of time, my skills were noticed, and I was moved to work solely with our Direct clients and NDIS participants. As part of my role, I would develop client rosters by using a custom-based program called YNA online, I look after the forward rosters, including requests for additional shifts and confirm funding. I identified and… Show more When I started with YNA, I was part of their Allocations team, creating shifts as needed and allocating to RNs, ENs, AIN and PCWs. After a short period of time, my skills were noticed, and I was moved to work solely with our Direct clients and NDIS participants. As part of my role, I would develop client rosters by using a custom-based program called YNA online, I look after the forward rosters, including requests for additional shifts and confirm funding. I identified and communicated staffing risks. As part of my role, I was required to reply to emails in a timely manner, providing accurate and timely forecasting and analysis of clients’ needs. I also monitored and provided support and guidance to clients and support staff to make sure that we had the right fit for each team. Show less

Woodville South, South Australia, Australia

While working at Homplace, I was the sole rostering person. I built, maintained and forecasted the rosters with reporting when required. I built and maintained the Covid Contingency roster. The program that I used was PocketWatch, which is a module within MYP. As Rostering Officer, part of my role was moving the organisation from a manual paper-based system to rostering software. PocketWatch helped me to develop rosters that meet the needs of the people we supported… Show more While working at Homplace, I was the sole rostering person. I built, maintained and forecasted the rosters with reporting when required. I built and maintained the Covid Contingency roster. The program that I used was PocketWatch, which is a module within MYP. As Rostering Officer, part of my role was moving the organisation from a manual paper-based system to rostering software. PocketWatch helped me to develop rosters that meet the needs of the people we supported. PocketWatch meant that I could manage all roster queries, and urgent and shift change requests and fill empty shifts with ease.With the parameters we set within MYP we could monitor hours to ensure that employees were working within industrial relations obligations and meeting their contractual hours. I have experience in: Data input and administration with a high degree of accuracy and attention to detail.Preparing complex, 24/7 rosters or work schedules Intermediate MS Office skills and I can quickly learn a variety of technology-based solutions.I have knowledge of the Social, Community, Home Care & Disability Award 2010.Understanding of the NDIS and the disability services sector.Creating and presenting training programs to current and new staff. Show less

Adelaide, Australia

I start at News as a Real-time Analyst and as part of my role, I would look after the day to day staffing including requests for additional hours, leave, off phone activities. Monitor Adherence, talk time, After Call Work, Grade of Service and Occupancy. Pre-planning of training and other off-phone activities to ensure the centre meets targets. Communicate identified staffing risks. Working in Genesys, New Voice Media and SalesForce, I was able to adjust skills to ensure targets… Show more I start at News as a Real-time Analyst and as part of my role, I would look after the day to day staffing including requests for additional hours, leave, off phone activities. Monitor Adherence, talk time, After Call Work, Grade of Service and Occupancy. Pre-planning of training and other off-phone activities to ensure the centre meets targets. Communicate identified staffing risks. Working in Genesys, New Voice Media and SalesForce, I was able to adjust skills to ensure targets are achieved and produce and analyse intra-day reporting. I then moved to the role of Resource planner (Workforce Manager), I built and published rosters for a 200+ heads call centre and worked in long-term forecasting, being accountable for the delivery of all planning and scheduling functions to ensure schedules meet call arrival patterns and analysis of scheduling processes in order to improve customer satisfaction, efficiency and drive process improvement. Show less

Adelaide, Australia

I started at Node in the call centre and quickly moved to a customer-facing role in the Customer engagement area. My skills for change and processes were noticed, and I was asked to become part of the Workforce management team. As part of my role in WFM, I would develop agent schedules using Genesys, Work Force Management and Real-time tools and create and send daily reports within these schedules. Look after the day-to-day staffing including requests for additional hours, leave, and… Show more I started at Node in the call centre and quickly moved to a customer-facing role in the Customer engagement area. My skills for change and processes were noticed, and I was asked to become part of the Workforce management team. As part of my role in WFM, I would develop agent schedules using Genesys, Work Force Management and Real-time tools and create and send daily reports within these schedules. Look after the day-to-day staffing including requests for additional hours, leave, and off-phone activities. Monitor adherence, talk time, after-call work, grade of service and occupancy. Pre-planning of training and other off-phone activities to ensure the centre meets targets.Communicate identified staffing risks. Replying to emails in a timely manner and providing accurate and timely forecasting and analysis of call/ contact activity and staffing requirements. Planning, monitoring and providing support and guidance to call centre operations in achieving and maintaining service levels. Show less

Adelaide, Australia

Outbound coaching of customers around the use of the clients’ products, using the Seibel Operating system

Brisbane, Australia

I left this role to move to Adelaide.I started as a Control Room Operator and moved to a senior role within a year. My general daily duties as an operator included Reception, data entry and filing.Moving to the senior operator role added the responsibilities of monitoring alarms using ADSW, receiving and despatch alarm responses and system uploading into monitored alarm systems. Then as Team Leader, I would also build the staffing rosters.Other duties included responding to… Show more I left this role to move to Adelaide.I started as a Control Room Operator and moved to a senior role within a year. My general daily duties as an operator included Reception, data entry and filing.Moving to the senior operator role added the responsibilities of monitoring alarms using ADSW, receiving and despatch alarm responses and system uploading into monitored alarm systems. Then as Team Leader, I would also build the staffing rosters.Other duties included responding to general and escalated queries from customers and/or clients and team members.I also trained and upskilled staff and I would also cover the senior operator duties as required. Show less

Brisbane, Australia

As part of this role I developed, coach and support my team to achieve quality and productivity targets. I created action plans to optimise performance and drive continuous improvement and shared a dedication to customer service and knowledge within my team, always driving team engagement and morale to reaching personal and team sales targets