Andrew Horner is an experienced professional with extensive expertise in workforce planning and operational management within the contact centre industry. Starting as a Performance Analyst at First Direct, Andrew progressed through various roles including Team Leader, Account Opening Co-ordinator, and Budget Co-ordinator, demonstrating a strong ability to enhance operational efficiency and performance. At ANZ, Andrew held positions such as Outbound Operations Manager and Performance Effectiveness Manager, focusing on optimizing outbound performance and achieving business goals. Andrew's work as a Workforce Planner/Team Manager at ADT involved analyzing workflows to improve service level agreements, showcasing a commitment to operational excellence across multiple organizations.
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