Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
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JANOS HAJDU

Operations Lead

Summary

Talented Operations Lead skilled in project and employee management. Offering years of operations experience, most recently working in Covid-19 Contact Tracing as part of the Ministry of Health in New Zealand. Decisive leader and strategic problem solver with excellent communication and planning abilities. Core qualities include highly developed interpersonal and communication skills, exceptional attention to detail and process improvement qualities, calm natured whilst under pressure with the ability to make quick and accurate decisions.

Overview

7
7
years of professional experience

Work History

Operations Lead

Ministry of Health
Wellington, New Zealand
07.2020 - Current
  • Provided day-to-day oversight of call centre providers to ensure effective and timely communication is delivered to contacts of positive Covid cases.
  • Worked closely with Shift Leads and the Operations Support team to facilitate continuous workflow for external call providers.
  • Facilitated adequate rostering to ensure operations team output meets demand.
  • Monitored workflow demand, quality and productivity of the external call providers.
  • Monitored operations reports and recommended changes to Salesforce developers to improve operations work quality and speed.
  • Identified, prioritised and escalated risks and issues while liaising with Clinical advisors and Public Health Units to achieve effective and efficient solutions.
  • Trained and mentored new Operational staff on using Salesforce, delegating work to providers and monitoring data quality of Close Contact records.

Rostering Coordinator

National Close Contact Service, Ministry of Health
Wellington, New Zealand
04.2020 - 07.2020
  • Administered all NCCS rosters that enable an effective balance to be achieved between optimising staffing efficiency and maximising staff satisfaction.
  • Worked collaboratively with the Operations Team to ensure rosters reflect resource needs to meet Covid-19 contact tracing demands.
  • Identified and - liaising with the HR team - actively managed any foreseeable capacity gaps to ensure service delivery was optimised.
  • Undertook administrative activities related to managing the roster, including inputting and updating contact tracing staff details, attendance preferences and on- and off-boarding of NCCS staff.
  • Liaised with staff regarding changes and updates to the roster.
  • Audited actual staff attendance against the planned roster and alerted HR managers of discrepancies.

Leading Operator

NZ Bus
Wellington, New Zealand
07.2018 - 01.2020
  • Ensured schedules of bus services are followed and compliance goals are met through delegating duties to Operators.
  • Resolved emergencies, complex problems and workflow stoppages by communicating with operators and emergency services over radio and phone.
  • Analysed Real Time Information (RTI) data of on-road services to identify areas for improvement using live tracking systems.
  • Accurate recording of reports and duty changes while ensuring all legal worktime requirements for operators are met.
  • Ensured Health and Safety requirements are met on and off the road.
  • Other administrative duties such as data entry and filing.

Bus Operator

NZ Bus
Wellington, New Zealand
04.2014 - 07.2018
  • Operated bus and navigation and ticketing equipment in alignment with company safety standards and NZ road code regulations.
  • Adhered to scheduled routes for timely drop-offs and pick-ups at stops.
  • Assisted passengers with difficulties or disabilities to board and exit bus.
  • Maintained safe and timely route completions.
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions.

Education

Master’s Degree - Theology

Sapientia College of Theology

Skills

    Project planning and development

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Accomplishments

  • Computer Proficiency - Successfully facilitated the transition from a spreadsheet roster to a cloud-based workforce management software.
  • Supervision - supervised, monitored and coordinated a variety of teams such as Health Professionals, Call Centre staff and Bus Operators.
  • Creative Problem Solving - Identified and escalated complex matters relating to Close Contacts of a positive Covid case in a timely manner for resolution and mitigation.
  • Effective Communication - Followed up and kept track of escalation process changes with the Public Health Units and external call centre providers.

Software

Salesforce

Microsoft Office 365

Deputy

Lotus Notes

Telematics

Timeline

Operations Lead

Ministry of Health
07.2020 - Current

Rostering Coordinator

National Close Contact Service, Ministry of Health
04.2020 - 07.2020

Leading Operator

NZ Bus
07.2018 - 01.2020

Bus Operator

NZ Bus
04.2014 - 07.2018

Master’s Degree - Theology

Sapientia College of Theology

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JANOS HAJDUOperations Lead