Thomas Keeling Email & Phone Number

Sydney, New South Wales, Australia

- Subject matter expert for Real Time Management processes.- Development and Maintenance of Real Time Management Dashboards.- Maintaining an updated skills matrix for all onshore and offshore advisors.- Prepares Ad hoc reports to analyse RTM team performance.- Continuously optimise the RTM team’s performance.- Manage Real Time analyst schedules.- Recognise and escalate abnormal scheduling issues.- Periodic schedule reviews and coordinate with WFM teams.- Responsible for maintaining RTM SOPs and revising whenever necessary.- Be an ambassador for the centralised Real Time Management function for Intraday Management.- Responsible for setting up and maintaining Real time queue performance reports.- Prepares standard and ad hoc reports for agent availability effectiveness. - Conduct performance reviews with Real Time Analysts and Senior Real Time Supervisors to provide continuous feedback.- Acts as Primary point of contact during BCP.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

• Team management and development.• Stakeholder management, global and local.• Conducting post day analysis of centre performance andpresenting to the operations team..• Facilitating an environment of continuous improvement withinWFM and working with Operations and other support teams toachieve centre KPI’s.

- Intraday management of contact centre through monitoring of adherence to schedules, inbound volume and delegation of workforce resources. • Inputting of corrections and exceptions into schedules. - Interacting with internal stakeholders to address and solve issues. Making sound and logical decisions based on those interactions. - Conducting efficient analyses of abnormalities in real time performance and escalating where necessary. - Preparing standard and ad hoc reports.

Sydney, New South Wales, Australia

- Stakeholder management- Maintaining healthy and effective communication between Service Delivery and Real Time Departments- Roster updates - Communication Macro development and maintenance

• Driving team performance to meet and exceed targets across all metrics• Driving engagement to foster job satisfaction and lower attrition• Providing coaching and support to ensure best practice• Developing skills and competency within the team• Managing performance outliers in order to mitigate risk and meet business requirements• Assisting with recruitment• Conflict resolution• Remote team management

Sydney, New South Wales, Australia

- Inbound telephony duties- Customer service- Account management and registrations- Debt management- Mentoring and development