Robert Ironside Email & Phone Number

Mascot, New South Wales, Australia

Workforce Planning and continuous improvement for Woolworths Contact Centre. Contact Centre contains online delivery and orders, Insurance, Rewards, Supermarkets, Gift Cards, advocacy and social media.

Sydney, Australia

Cubic Transportation Systems Inc. manages the implementation, maintenance and customer service for the OPAL Travel Card for Transport for NSW. As the Workforce Planning Manager I am responsible for all aspects of workforce planning including (but not limited by) forecasting, scheduling, rostering, reporting & analysis of contact center staffing, contact handling efficiency and overall center performance. In the latest 12 months (to July 2016) this involved 1.6 million calls with a maximum 211 CSR’s across multiple sites.The role also works closely with all levels of the operation from individual CSR performance with shift supervisors to strategic staffing & initiatives with Senior Management. This dynamic is further complicated with an overflow capability off site (Serco) with differing telephony and reporting platforms

St Leonards, Sydney

Working for Medibank Health Solutions who are the leading provider of telephone based healthcare. As the NSW Operations Manger for the nurse triage division, I was responsible for over 100 registered nurses who were working from home in a virtual call centre network. With 7 direct reports, all who are team leaders. Responsible for the delivery of contractual service levels to clients and at the same time, ensure the profitability of the programs.Also responsible for the strategic direction of the state to ensure the highest levels of customer service, clinical safety and productivity.

Sydney Olympic Park

Providing leadership, advice and support for the entire Direct Life operations business (Contact Centre, Claims and Administration areas). Recommendations to the business (management team and team leaders) concerning performance, workforce planning, workforce optimization, leading the Continuous Improvement strategy, on-boarding and QMS/QA. Accountable for the delivery of business KPI's.

Sydney Cbd

Providing specialist advice and analytical support to Head Office, Sate General Manager, Regional Managers and assistants to assist in achieving business objectives for productivity, staff effectiveness, staff engagement and customer satisfaction.

Chatswood

Manage and co-ordinate the review of key operational business processes across Consumer business.

Sydney, Australia

Call Centre Resource Planning, forecasting, scheduling and planning activities across 11 call centres, 15 different call and work types, in excess of 2000 staff with over 8 million calls per year. Process Improvement using 6 Sigma methodology.

Sydney, Australia

Management of software upgrades to various platforms. Managed budgets. Developed and built a new branch rostering tool to improve processing times.

Sydney, Australia

Implementation of Staffing for Service product, expansion to include branch teller PC platform and PC Account Opening. Managed the build and implementation of the intranet site specifically designed for communication to the branch network.

Sydney, Australia

Provide National Operational Support for the Staffing for Service Product and support all regions in the implementation.

Sydney, Australia

Led a specialist team to support the Staffing for Service product, including the management of handover from the Project Team and Consultants, building a framework to provide operational and technical support and managing the service levels and deliverable's for the branch network nationally.

Sydney, Australia

Managing the Management Reporting System, including a secondment to Andersen Consulting to participate in a Business Process Re-Engineering Team, involving Process Mapping and Opportunity Identification, Re-Engineering and Opportunity Capture, Implementation Planning and Implementation and Realisation of Benefits.

Sydney, Australia

Co-ordination, development and implementation of new procedures, production techniques and new products concerning credit cards,

Sydney, Australia

Resources Officer for the Credit Card Authorisation centre, managing staff resource requirements, staffing levels and shift rosters.

Bachelor Of Economics, Economics, Law And Industrial Relations

President and Club Champion of Sydney University Surf Riders Association.

Education record

Captain of Junior/Senior Hockey Team. Captain of Volleyball Team.