Robyn Bertram Email & Phone Number

Dublin City, County Dublin, Ireland

Dublin, Ireland

Work From Home

I identify gaps in the Workforce Planning service offering and develop short and long term strategies to bridge these gaps and lift the level of knowledge within the team. I provide regular and effective coaching and feedback sessions with the WFM team members as well as lifting our team profile within the wider company. I am actively involved in projects.

Utrecht Area, Netherlands

As an experienced planner, I was responsible for developing WFM processes and setting up capacity plans & forecasting templates for this fast paced outsourcing company which saw an agent growth of 350% in one year. In this complex environment I provided short and mid term forecasts for many different clients across multiple channels and up to 15 different.

Brisbane, Australia

As a senior member of the team, I was responsible for the coaching & development of 86 Planners & Schedulers located throughout Australia. One of my initiatives was to introduce group development sessions on topics where gaps in knowledge had been identified. During this role I also identified process improvements and helped drive consistency across the.

Brisbane, Australia

During the project implementation phase, I attended strategic planning meetings with the Verint support team to determine how the software should be customised to suit Suncorp business needs. This included the hierarchy setup, reporting requirements as well as collating current data from the IEX system for easy transfer prior to Go Live.

Brisbane, Australia

I developed short and long-term call metric forecasts, impact analysis and recruitment planning for 600 staff across two countries and seven sites. Due to the large size of my portfolio it was vital I maintained a strong balance between customer and business needs. With a strong focus on continuous improvement, I developed tools which were rolled out.

Brisbane, Australia

I was responsible for the production and optimisation of schedules in a 24/7 call centre for 150 consultants across multiple sites. I built and maintained strong relationships with the Contact Centre Leadership team and was seen as a trusted advisor. I ran daily and weekly meetings where I recommended improvements to coverage to ensure Service Level was.

Brisbane, Australia

During my 18 month tenure, I maintained strong product knowledge and always exceeded my monthly sales targets while maintaining a high level of customer service. I was promoted to a senior role where I was responsible for mentoring and developing new consultants.

Diploma Multimedia Certificate 4 It

Education record