Contact Centre and Branch Network Resource Planning and Work Force Optimisation
Greenop is an Australian company specialising in Contact Centre and Branch Network Resource Planning. Our people have:
- Expert qualifications
- Years of experience
- Exposure to multiple industries
- An objective view
About Greenop
Established in 2001, Greenop specialises in Resource Planning. Clients have included State Government, Health Insurance, Banks, Insurance and Financial Services, Ticketing, Outsourcing, Publishing, Pharmaceutical and Telecommunications companies, and Local Government in Australia and Asia.
Jane Greenop has been involved in Contact Centres since 1993. Major career achievements include:
- 4.5 years with a NSW State Government Authority leading Resource Planning for Customer Service. Achievements included
- Procurement, process design and implementation of Work Force Management Systems for Contact Centre and Branch Network
- Procurement, process design and implementation of Ticketing System for Branch Network
- Design and implementation of Scorecard Reporting
- Design of Forecasting process for non-real time customer work
- As a Contact Centre Manager in the Banking Sector, Jane managed a 170 seat Contact Centre.
- As a Forecaster in the Banking and Telecommunictions Sector, Jane provided forecasts for large (up to 800 seat) call sharing pools, and long term forecasts leading to effective business planning and recruitment decisions.
Jane’s qualifications include:
- Masters of Management - Macquarie Graduate School of Management
- Bachelor of Business - University of Technology, Sydney
- Certificate IV in Workplace Assessment and Training
- PRINCE2 Foundation
- PRINCE2 Practitioner
Systems:
- eWFM SuperUser
- SmartQueue SuperUser
- Cisco WFM
- Interactive Intelligence