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 task progress and to help manage risks and issues impacting project progress.Developed a project-specific resource and workload forecast model to aid decision making.Generate and maintain project reports, presentations and trackers and prepare project insights to facilitate meaningful discussions. Create and monitor work requests on JIRA to ensure issues progress to the relevant departments and experts for solution development or remediation.

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 potential new business ventures.Accountable for ensuring optimal staffing levels across all Operations to manage workload.Engage, coach and support team members and others during change and manage resistance effectively to ensure successful and smooth transitions.Build and analyse performance dashboards and reports to illustrate and track supply versus demand; identify agent productivity gaps and performance improvement opportunities.Support and lead multiple business initiatives and changes impacting agent productivity; performance uplifts; process improvements; or technology advancement.Provide expertise and consultation to multiple stakeholders across the business to assist them with decision making.

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 Dialler.

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 resource utilisation and allocation.Consolidate and centralise all resource utilisation and forecasting data for the IT division to produce and display Capacity vs. Demand (supply of resources vs. current and forecasted projects).Identify and escalate resource gaps so that remedial action can be undertaken quickly to reduce any impacts to the delivery of programs/projects.Maintain the suite of IT Projects and consolidate the different Project Team schedules so that IT Managers of those required role types are able to plan their team and resources accordingly.Perform workforce trend analysis of employment type and forecasted vs. actual resource utilisation per department in the IT division.

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 adherence to schedule. Enact system skill changes when necessary to minimise long queue times and abandoned calls.Prepare, analyse and deliver daily, weekly and monthly centre performance and team performance reports to Team Leaders and Centre Manager.Recommend recruitment plans when there is a resource/staff requirement gap.

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