Manager, Workforce Optimisation & Telephony Services

• Mar 2018 - Present

Strategic Project Manager

• Jan 2017 - Mar 2018

Over a five-month period, I successfully delivered key projects in collaboration with stakeholders internal to the Contact Centres, local and international Partner business representatives, speciality software vendors and Allianz national head office IT, HR and managers. Projects included: Contact Centre Enterprise Agreement implementation Designed and delivered annual Contact Centre budget planning process Initiated, supervised design of and implemented a legally approved in-house award interpreter Fully reviewed and implemented an updated Contact Centre Business Continuity Plan Workforce Management and Operations advisor on off-shore partnership initiative

Operations Manager - Contact Centres

• Sep 2015 - May 2016

The management and leadership of profession groupssupporting the operations of the Contact Centre including,Workforce Management, Performance Reporting, Technical& Underwriting Support and Project & Partner Integration.Steering of strategic initiatives to meet enterprise goals and maximize customer experience and company return on investment.

Resource Planning Manager

• Nov 2010 - Sep 2015

Managing a team of workforce planning professionals to deliver strategic workforce optimisation outcomes for multiple Allianz national business units. Inbound, outbound and back office support offered for 600+ agents nationally seated in various time zones. Work streams included sales, service and claims management. A strong focus on our customer and our people underpins the team strategy and drives innovation and growth.