How Workforce Management Can Help Your Contact Centre Make Better Decisions - with Josh Walton

Josh Walton is the Workforce Planning Manager at Allianz Australia.

He was the Auscontact Association, National Workforce Management Champion for 2020. And he was part of the Workforce Optimisation team that won the National Operations Award in 2019.

Today, he shares how your workforce management team can help your contact centre make better decisions.

Josh’s Top 3 Tips For Creating A High-Performing Workforce Management Team:

Continue to invest in training and technology for your team. Which also means grabbing as much budget as you can for your team (14:59).

Develop a diversity of strengths within your team. Josh is also a big fan of using CliftonStrengths to understand team members’ innate strengths, so he can assign the right person to the right project (15:31).

Collaborate with your team to come up with what Josh calls ‘operating principles’ you expect each other to follow (16:14).

You'll Learn:

The value that your workforce management team adds to your business, which often goes unnoticed (02:13).

The 3 steps Josh took to turn his workforce management team into a major contributor to the business (05:18).

The principle he applied from professional sports, that he credits for helping win the National Operations Award in 2019 (09:12).

Exactly what he looks for when hiring great workforce planners and analysts (10:33).

The way he motivates his team to ensure new hires are successful in their roles (12:48).

The philosophy Josh has when it comes to hiring (13:50).

Connect with Josh on LinkedIn: https://www.linkedin.com/in/joshua-walton-524120108/

Follow me on LinkedIn, or connect with me on Facebook.