Sean Bailey Email & Phone Number

Sydney, New South Wales, Australia

Sydney, Australia

In my role, I worked directly with Service Delivery and Workforce Management teams to meet service level targets across call, email and chat channels. Here's what I achieved:Working with both NORAM and APAC sites, I analysed and compared demand, capacity and shrinkage against forecast to provide insights and recommendations to stakeholders, to improve.

Sydney, Australia

As Egencia's first Real Time Support Analyst in APAC, my role was to support the integration of Workforce Planning operations across sites in Australia, Hong Kong, Singapore and China.I achieved this by:1. Assessing performance trends against the skills mix and occupancy of front-line teams and providing recommendations regarding training needs..

Sydney, Australia

As the Workforce Planning Lead, I oversaw the WFP strategy while managing the support functions responsible for the provision of business reports, analytics and technology support to BOC’s Sydney and Auckland Contact Centres. My achievements included:1. Involvement in the delivery of key projects, including the implementation of Virtual Hold and Expected.

Sydney

My role at BOC South Pacific was to successfully introduce Workforce Planning methodologies and processes to its Sydney-based contact centre. The objective was to improve operational performance and drive efficiency and occupancy through the provision of robust demand and capacity plans. I achieved this by:1. Implementing call forecasting and staffing.

Sydney, Australia

As a Real Time Analyst, my primary role was to support the business in achieving key service level targets across multiple brands and geographies. In addition, I provided Scheduling and Forecasting support to the Workforce Management team, utilising Aspect eWFM, Aspect RTA and Avaya CMS Supervisor. My responsibilities included:1. Producing schedules for.

Sydney, Australia

As a New Business Team Manager, I lead a team of 12-16 mixed skill customer service, sales and retention agents. My responsibilities included:1. Providing training, coaching and ongoing staff development opportunities to team members to promote engagement, career progression and foster a high performing sales and service culture.2. Dealing with complex.

Sydney, Australia

This secondment involved managing all internal communications and agent-level coaching for a portfolio of 16 promotions across the 2009/2010 EOY Sales Period.My responsibilities included the preparation of FAQ documents and communications regarding promotion T&Cs, consumer leasing products, call scripting and Quality Assurance guidelines to drive sales.

Sydney, Australia

This project role oversaw the end-end recruitment of 60 new team members, including customer service, sales and telecommunications agents to be based out of FlexiGroup’s Sydney and Melbourne state offices. My responsibilities included:1. Preparing interview tools, including phone, assessment centre and behavioural interview templates2. Conducting all.

Sydney, Australia

As a Universal Agent and New Business Team 2IC, I was responsible for handling inbound customer service, new business acquisition and customer retention calls. This included identifying and acting upon sales and retention opportunities and handling complex customer escalations through to resolution.In addition, I performed 2IC duties including coaching.

Sydney, Australia

Wset Level 1 Award In Wines

Double Bachelors

Higher School Certificate