Windsor, Queensland, Australia
With an extensive background in customer service and contact centres, Jonathan’s passion lies in enhancing both customer and employee experiences through best practice workforce management principles. His result-driven method leverages strengths in workforce optimization, data-led insights and contact centre technology, all powered by a collaborative approach formed through a focus on strong interpersonal relationships.
• Lead the national workforce planning strategy across GRS Operations, ensuring optimal resource allocation, forecasting, and scheduling for multi-site contact center environments. • Develop and implement data-driven workforce models using advanced analytics tools to drive efficiency, reduce costs, and enhance service delivery. • Oversee workforce management system (Genesys) and optimize scheduling processes to improve operational performance. • Provide strategic insights to senior leadership through data visualization, trend analysis, and performance reporting to support business objectives. • Collaborate with key stakeholders, including operations, HR, IT, and external vendors, to drive workforce planning, CX and EX innovation and process improvement. • Lead, mentor, and develop a high-performing team of Workforce Planners & Analysts, fostering engagement, skill development, and career growth. • Drive continuous improvement initiatives, enhancing workforce planning tools, forecasting accuracy, and operational agility. • Support long-term strategic workforce planning by aligning staffing strategies with business goals, ensuring scalability and adaptability in a dynamic environment
• Led workforce planning operations for Maxxia’s contact centre, ensuring effective forecasting, scheduling, and resource allocation. • Developed and maintained workforce models to improve efficiency, optimize staffing levels, and enhance service delivery. • Managed real-time and long-term workforce strategies, balancing operational needs with business objectives to achieve service level targets. • Provided data-driven insights through workforce analytics, identifying trends and opportunities for operational improvements. • Oversaw workforce management systems and telephony platforms, ensuring seamless integration and optimization. • Collaborated with key stakeholders across operations, HR, and IT to align workforce planning strategies with business goals. • Led, coached, and developed a team of Workforce Planners and Analysts, fostering a culture of continuous improvement and professional growth. • Contributed to strategic initiatives, assessing the impact of operational changes on workforce efficiency and customer experience.