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<pre>Array ( [var] => cut_url ) </pre> Resume for Nigel I. for Manager / Supervisor / Team Leader in Perth, Australia. Search More Resumes for Manager / Supervisor / Team Leader on Resumark.com #MRMT2WFNF
 

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Resume for Nigel I. for Manager / Supervisor / Team Leader in Perth, Australia




Occupation: Manager / Supervisor / Team Leader Industry:
Country: Australia City: Perth
State: Western Australia ZIP: 6066



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/, Jacana Parade
Ballajura, W.A
Mob:
To whomsoever this may concern
I am an honest, hard working and highly motivated individual with + years of Workforce
Planning and Management experience. Call center management, daytoday supervision of
support staffs, coordinating projects and call centre business analysis are among my skills. I am
experienced in computer applications including MS excel spreadsheets and call centre
management systems. I am comfortable in a diverse range of settings, having worked in retail,
health care, internet, insurance, banking and the airport.
I am willing to try my hand and brain at anything, even something completely new to me as I know my work ethics
will help me succeed.
My present pay is $ + % Superannuation + $ potential bonus. Please do let me know of any
opportunities within your client base. I can also meet to discuss my experience and interests in further detail.
Kind Regards
Nigel I.
CURRICULUM VITAE
Nigel Richard I. Senior Workforce Planner
Email: , Mobile: , Home:
|Personal Details |Marital Status: |Married |Sex: |Male |Age: |Thirty Three |
EDUCATIONAL QUALIFICATIONS
Completed Metric I.C.S.E from Wynberg Allen School MussoorieIndia
Completed High School I.S.C with mainstream as Commerce from Wynberg Allen School
MussoorieIndia
Completed the Academic Aptitude Verbal ability and Quantitative ability and Academic
Achievement Tests English, Commerce, Economics, Accounts from The Institute of
Psychological and Educational Measurement
Completed Graduation Bachelor of Commerce from Delhi University India
PROFESSIONAL QUALIFICATIONS
• Year Post Graduate Diploma in Global Sales and Marketing from the National Institute of Sales and
Marketing N.I.SIndia with an aggregate of .%
• Completed training on Best Practices for Workforce Planning Training through Fifth Quadrant.
• Attended Perth Workforce Planner Forums and Conventions for sharing best practices
• Computer Literate Windows, MS Office, Internet
• Completed a training on Situational Leadership through American Express
• Completed Training from Aviation Defense International for Aviation Security Procedures through British
Airways.
CAREER CHRONOLOGY
th of August – Present
Senior Workforce Planner – INSURANCE AUSTRALIA GROUP
The Primary objective of the role is being responsible for the Long Term Forecasting, Medium Term Forecasting,
Short Term Forecasting and Call Volume Analysis for all Sales and Service call queues. To participate in recruitment
plans, advice business of any impacts negative and positive, Liaise with Stakeholder’s and ensure all agreed Service
levels are met during the planning lifecycle.
My Responsibilities include the following:
• Create, maintain and update month, month, month, week and week forecasts. NRMA – NSW,
NRMA – QLD, SGIO and SGIC.
• Responsible for the output of forecasts and schedules for the applicable functional unit and ensure all agreed
Service levels are met during all stages of the planning lifecycle.
• Liaise with Stake holders, Business Partners and team to plan and schedule project events.
• Mentor and guide Resource Planner’s within the team. Create an environment where all members of the
team are interacting, have discussions on processes and procedures and to motivate others by offering
skilling or up skilling to create a flexible team workplace.
• Project Management.
• Use Call management system and workforce management system to plan and create rosters and schedules,
incorporating historical data and maximize business and staffing needs.
• Conduct daily analysis to identify operational issues, changes to customer behavior and staffing data
adherence, shrinkage, operational issues.
• Liaise with Manager’s to examine future recruitment needs including FTE, shift type fixed or flexible and
business unit.
• Planning and creating best practices for training and transition purposes taking into account, impact to
forecasts and future planned events and projects. Formulate definite actions plans.
• Plan for contingencies and allocate appropriate resources to ensure successful task completion.
• Analysis of all kinds of business impacts to the call centre based on various activities. Identify key issues,
relationships, interrelationships and cause effect systems.
• Awarded for Outstanding Performance, going above and beyond, and delivering a brilliant service to
the business.
• Included in select group of employees, selected by senior management to be part of Customer Promise
for Insurance Australia Group.
th of August – th August
Resource Planner – INSURANCE AUSTRALIA GROUP
The Primary objectives of the role is being responsible for the Forecasting and Call Volume Analysis and allocation
and management of resources within the Contact Centre, for ensuring that all call queues NRMA – NSW, NRMA –
QLD, SGIO and SGIC are adequately staffed and maintained to meet business requirements across the four call
centers located in Hurstville, Perth, Brisbane and Parramatta.
Working on the software Shift Track. My Responsibilities include the following:
• Analyze data collected by call centers and use it to provide work volume projections.
• Analyze data to identify operational issues, changes to customer behavior and staff adherence to rosters.
• Forecasting of call queues and average handle time for future planning.
• Analyze Shrinkage to produce reports on productive and unproductive time.
• Prepare required reports e.g. performance by site, channel and KPI, staffing reports.
• Leave Management.
• Fixed and Dynamic Roster Scheduling that meet business and staff needs ensuring that Service standards are
met.
• Update Rosters to reflect staff movements.
• Management of time allocated to Customer Service Emails with minimal turnaround times.
• Daily Administration for Workforce Management.
• Provide input into planning activities such as recruitment, contingencies and training schedules.
• Nominated for Best new employee.
th of November – th of August
Resource Planner – iiNET LIMITED / WESTNET LIMITED
The Primary objectives of the role is being responsible for the allocation and management of resources within the
Contact Centre, for ensuring that all call queues are adequately staffed and maintained to meet business requirements
across the four call centers located in Perth, Sydney, Auckland and Cape Town.
Working on softwares such as Workforce Management Supervisor, Configuration Utility, Configuration Manager and
CC Pulse. My Responsibilities include the following:
• Analyze Call queues and identify gaps to allocate available resources.
• Analyze CSR skill sets and schedule trainings as required for Up skills to ensure that the right number of
skilled staff are available to handle the transaction demands for all queues.
• Forecasting of call queues and average handle time for future planning.
• Identify Recruitment needs.
• Real Time management of call queues.
• Analyze Shrinkage to produce reports on productive and unproductive time.
• Relationship building with staff to look at individual needs to reduce attrition.
• Leave Management.
• Fixed and Dynamic Roster scheduling for iiNet and Westnet staff.
• Management of time allocated to Customer Service Emails with minimal turnaround times.
• Daily Administration for Workforce Management.
• Nominated for ATA Awards for the role of Champion Workforce Planner .
th of February – nd of November
Resource Coordinator – SILVER CHAIN
The Primary objectives of the role is to coordinate resources and allocate direct care staff to clients to provide quality
services within the community, to provide updates on resource allocation and its impact on service delivery and
assistance with clients and staff scheduling .
Working on the software COMCARE. My Responsibilities included the following:
• Responsible for day to day time management and prioritizing of workload, employee rostering and allocation
of client care, resolution of client and employee scheduling complaints and issues.
• Analyze staff availability and rounds allocated to ensure most efficient use of resources.
• Monitor compliance with occupational safety and health guidelines and coordinate equipment requirements
to ensure a safe working environment.
• Identify recruitment needs to ensure appropriate staffing levels.
• Verify and as directed, authorize direct care staff timesheets and leave forms to ensure data is recorded and
staff are paid accurately.
• Externally in regular contact with clients and their carers regarding service scheduling and changes,
employment agencies regarding temporary staffing requirements.
th of January – th of July
Senior Business Analyst / Service Level Coordinator – AMERICAN EXPRESS GLOBAL SERVICE CENTER
Setup the Travel Operations Desk on th Jan ’. An operations de

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