Tara Trang Graham Email & Phone Number

West Ryde, NSW, AU

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Change management support for the Change Team and their assigned initiatives.Project coordination support for a high-profile and highly complex project.Record, track and maintain project data for over 100 key items to enable accurate information to monitor and report project progress for key stakeholders.Chair project team meetings to obtain updates on.

Lead and manage a multi-functional support team: Workforce Management, Operational Support, Quality Assurance.Create and deploy long term workforce forecasts and resourcing plans to manage growth in the business and to optimise cost of labour.Design and manage FTE models to support resource needs in various back office teams and provide labour costings for.

Forecasted daily, weekly and monthly workload and operational FTE requirements across all sites in Australia and New Zealand.Created and published schedules for Operations teams to ensure optimal staffing levels to meet calls and skip tracing workload.Assisted with real time management of outbound campaigns, inbound traffic and staff adherence on the.

Accountable for accurate reporting and tracking of resources within the IT division (1000+ resources), for example: Position Title; Position Number; FTE; Cost Centre; Tenure, etc.Ensure all teams adhere to the Resource Management methodology for recruitment of Permanent or Contractor resources.Provide support to all teams within the IT Division to optimise.

Forecast intraday, daily, weekly and monthly inbound calls. When necessary, re-forecast requirements due to unforeseen circumstances and provide a plan of action to cover any staffing gaps.Optimise and schedule staff to handle inbound calls and work collaboratively with team leaders and staff to manage shrinkage.Real time monitor inbound queues and staff.

Answer and manage inbound venue and customer calls effectivelyProvide technical support to fix terminal, system and application issues, or escalate the call to the correct department for resolutionEnsure the knowledge database is accurate and recommend updates where necessary