Sam Gamage Email & Phone Number

Melbourne, VIC, AU

Melbourne, Australia

Melbourne, Australia

• Design best-fit shift and rotation strategies to achieve Customer Centre goals
• Complete short-term intra-week and intraday forecasts in the schedule generation process
• Work with Staff Planners to maintain staff lists to ensure accuracy of staff-team allocations
• Ensure all WFM Application Agent and Skill and work routing configurations are correct to ensure quality schedules are generated and all time periods have adequate coverage
• Maintain strong stakeholder relationships with Customer Centre leadership, centre management, supervisors and agents
• Present monthly performance results to Manager of Workforce Planning

Melbourne, Australia

 Providing level 1 technical support for the products FTTP (data and voice) and fixed wireless services. Testing services and checking configuration using the systems AMS, SAM, Comptel, Ipact, Spatial. Progressing trouble tickets using the system Remedy and escalating to the relevant teams when required. Creating work tickets for technicians in the.

Northern Suburbs Melbourne

 Assisting in implementing the new cloud based roster management software EmpLive(previously known as RosterLive) Data migration from the old roster system to the new system Setting up rules and configuring according to the company requirements Maintaining the fortnightly roster for more than 200 employees and providing systemsupport and reports to the.

 Provide L1/L2 Technical support for the products - ADSL, BDSL, Ethernet, Digital Business, Email, Security, E-pay, TIPT Testing and diagnosis of FTTP Voice, Broadband and FTA faults for wholesale andRetail customers using WAM and Alcatel Lucent AMS Programming the ADSL and PSTN services using the systems XDM and WoztermOther systems and applications.

Master Of Business Systems, Electronic Commerce, Business Decision Support Sysems

Bachelor Of Science (B.Sc.), Mathematics And Computer Science