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 performance, occupancy and coverage.I monitored for technical incidents, global weather and travel impacting events and assessed for the potential for service or client impacts, liaising with key stakeholders and business units where needed. I provided key performance and operational reports to leadership teams, supplying in-depth analysis and insights around demand, real-time activities and performance trends.In addition, I continued to support the delivery of key projects, some of which have included:1. The integration of APAC sites across a 24/7 'Follow the Sun' servicing model2. Business Continuity Planning and the establishment of Work From Home capability across APAC points of sale3. The implementation and growth of cross-border support models to leverage capacity across APAC sites

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. Collaborating with Service Delivery teams, I effected changes to skill blends, coverage models and schedule rotations to increase utilisation and improve call and email performance2. Working to meet key SLAs in real-time, by monitoring and coordinating the skills, activities and availability of agents across multiple sites and geographies3. Introducing key performance and operational reports to the business, preparing and in some cases building these for stakeholders (including interval level and MTD call and email channel performance, schedule adherence and absence reports)4. Successfully embedding real-time operations as part of BAU and championing the adoption of further change initiatives

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 Wait Time to applicable voice queues, the upgrade of Genesys telephony, WFM and reporting suites and the integration of email as a channel to the Contact Centre2. Project managing the roll-out of optimised online schedules across BOCs frontline Sales and Service teams (90 FTE) and the introduction of workforce scheduling for back office functions (70 FTE)3. Conducting training in queue management, report production, call forecasting and scheduling to expand the capacity of the WFM function4. Introducing short-medium term forecast plans and forecast accuracy and occupancy reporting5. Providing key inputs to stakeholders regarding skill blends, training and recruitment requirements

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 plans and introducing online scheduling and WFM reporting to the business2. Forecasting demand across core sales and service lines with a 95%+ accuracy rate (for 50,000 calls/month approx) and maintaining schedules for front-line Sales and Service teams (90 FTE) using Genesys Workforce Management3. Introducing a managed contact centre leave approval process4. Providing guidance and support to the Management Team around daily workforce requirements

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 FlexiGroup, Once Credit and Lombard Finance across both Sydney and Manila-based Contact Centre and Collections teams (200 FTE)2. Providing demand and capacity forecasts for Collections (inbound volume and outbound dialer activities)3. Preparing and distributing key operational reports4. Conducting training for RTAs in queue management, report production and the use of WFM suites

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 performance management issues, as required.3. Handling customer escalations, ensuring that I maintained a sound working knowledge of processes and products, as well as internal and legal compliance requirements.4. Introducing and preparing key contact centre sales reports and weekly commission scorecards, to assist managers with coaching opportunities and drive leasing and sales penetration ratesFor my work in this area I was named ATA State Finalist (for NSW) in the Team Leader of the Year category at the 2011 State Awards, and was nominated to run again in the 2012 Awards

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, customer service and promote compliance.I also conducted presentations and coaching to team leaders and sales agents and prepared and distributed sales reports to management teams.

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 recruitment activities, including resume and phone screening, facilitating assessment centres, on-site interviews, reference checks and candidate hire3. Liaising with Human Resources and management to ensure best-practice was followed

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, team-level reporting and coordinating team-based competitions designed to drive key sales and customer service outcomes.

Sydney, Australia

Wset Level 1 Award In Wines

Double Bachelors

Higher School Certificate