Wade Callinan Email & Phone Number

Brisbane, Queensland, Australia

Safe Places for Children is a not-for-profit organisation that provides young people at risk with intensive therapeutic support and supervision in a homely and welcoming residential care setting.

Brisbane, Queensland, Australia

Safe Places for Children is a not-for-profit organisation that provides young people at risk with intensive therapeutic support and supervision in a homely and welcoming residential care setting.

Brisbane, Australia

Key Achievements:* Established an Excel based workforce management scheduling system from scratch for 400+ staff* Created daily/weekly/monthly KPI reporting structure for multiple contact centres* Co-managed the implementation of three separate WFM solutions, from the tendering process through to implementation and training of end users* Part of the implementation team for a payroll solution for the organisation, from the tendering process through to implementation and… Show more Key Achievements:* Established an Excel based workforce management scheduling system from scratch for 400+ staff* Created daily/weekly/monthly KPI reporting structure for multiple contact centres* Co-managed the implementation of three separate WFM solutions, from the tendering process through to implementation and training of end users* Part of the implementation team for a payroll solution for the organisation, from the tendering process through to implementation and training of end users* Successfully managed the contact centre team through Covid shutdown, as staff were laid off or moved to work from homeKey Responsibilities:* Managed after hours contact centre to maximise customer experience within budgetary boundaries* Forecasting demand and staffing requirements* Roster creation and management to meet performance and financial targets* Recruitment (from advertising through to training) to ensure new staff were suitable for the role* Daily, weekly and monthly reporting to both frontline staff and management, with commentary and recommendations* HR and payroll functions for contact centre, including calculation of pay and leave entitlements through to approval of pay runs Show less

Eight Mile Plains - Brisbane

Transurban is an ASX Top 20 company that manages and develops urban toll road networks in Australia and the USA, providing transportation solutions to support the growth and well-being of cities.Key Achievements:•Transitioned an acquired contact centre into an existing contact centre, whilst maintaining service integrity at both operations•Implemented program for staff to self-manage their schedules and requirements through the WFM software, leading to more accurate and… Show more Transurban is an ASX Top 20 company that manages and develops urban toll road networks in Australia and the USA, providing transportation solutions to support the growth and well-being of cities.Key Achievements:•Transitioned an acquired contact centre into an existing contact centre, whilst maintaining service integrity at both operations•Implemented program for staff to self-manage their schedules and requirements through the WFM software, leading to more accurate and timely schedule updates, along with considerable time savings for the workforce team•Created and implemented appropriate training programmes to maximise the use of WFM software, and understanding of WFM principles by both front line staff and management•Developed and implemented centre wide rotational roster, to better meet evolving customer demandsKey Responsibilities:•Create and optimise daily/weekly/monthly forecasting volumes and patterns for inbound customer interactions•Develop staff schedules in line with forecasts and business needs to ensure targets are achieved, including scheduling of team meetings, performance reviews, training and leave allocations while ensuring sufficient staff coverage•Monitor and analyse Contact Centre performance through multiple programs, and distribute information throughout the business•Real time management of Customer Service Representatives through workforce management programs to ensure maximum staff productivity•Create daily, weekly and monthly reports with detailed analysis and commentary on Contact Centre performance, to be distributed to relevant stakeholders Show less

Eight Mile Plains - Brisbane

Queensland Motorways is a key provider in south-east Queensland’s transport infrastructure sector, operating and maintaining 5 key roads in the region under the “go via” brand. Transurban took ownership of Queensland Motorways in 2014.Key Achievements:•Successfully lead team of 15 inexperienced consultants through transition to cashless tolling, which included a complete replacement of CRM system and products•Mentored and developed team members to facilitate promotion… Show more Queensland Motorways is a key provider in south-east Queensland’s transport infrastructure sector, operating and maintaining 5 key roads in the region under the “go via” brand. Transurban took ownership of Queensland Motorways in 2014.Key Achievements:•Successfully lead team of 15 inexperienced consultants through transition to cashless tolling, which included a complete replacement of CRM system and products•Mentored and developed team members to facilitate promotion into other internal positions •Entered business as a customer service representative and was promoted to team leader within 12 months•Successfully managed team through process of commercialisation and eventual sale of business, without any turnover of staff or degradation of their performanceKey Responsibilities:•Leading a team of Customer Service Representatives and maintaining their high performance through training, meetings and regular performance reviews•Monitoring and analysing team and Contact Centre performance through multiple programs, systems and reports•Design, implementation and maintenance of procedures such as recruitment, performance reviews and imbedded KPIs amongst others•Managing staffing concerns such as performance management, recruitment and retention, reward and recognition and conflict•Identifying skill gaps and providing coaching to staff both one on one and in a group forum to achieve high quality results•Mentoring and developing staff to create and follow through on their succession plans•Working with Contact Centre Management Team to provide strategic direction to the Customer Service Delivery division to support key business objectives Show less

Eight Mile Plains - Brisbane

•Established and managed quality systems and team to audit and monitor over 400 staff•Designed and implemented standards for all customer interactions•Developed and delivered a new KPI structure for over 400 staff

Eight Mile Plains - Brisbane