Head of Contact Centres

• Mar 2022 - Present

Channel Manager

• Mar 2020 - Mar 2022

Operations Manager

• Aug 2017 - Mar 2020

Providing Leadership, Management and Coaching for a Team of Customer Experience and Sales Managers. Accountable for the collective Teams’ performance in the Centre striving to exceed both Business and Client objectives for Campaign and Customer Experience• Manage Customer Experience and Sales Teams campaigns to target as set by the business and the client• Analyse and manage variation across Teams to ensure ongoing success of campaigns• Manage Customer Experience and Sales Teams to strive to exceed Telstra’s expectations for Customer Experience• Manage Centre staff schedule adherence• Manage Centre productivity metrics • Adhere and Manage all staff to all TSA and Telstra guidelines, processes and procedures• Ensure that we maintain quality of work across all operational areas as per the business requirements• Utilise/Analyse reports to drive uplift within the business• Provide visibility/awareness of performance to management team and their agents• Create positive attitude through staff motivation• Encourage all staff members to attend and actively participate in all team meetings and activities.• Create an ongoing team culture• Ensure that the teams system records are kept up to date• Deliver and document effective coaching feedback to optimize the management team and their agents performance • Facilitate implementation of coaching action plans ensuring records are kept• Take responsibility for the teams ongoing learning and development • Facilitate regular team meetings to ensure the team objectives are communicated• Timely and accurate support and advice provided• Ensure all staff have appropriate development plans in place• Staff performance reviews• Effective and timely management of staff performance issues

Channel Manager

• Apr 2018 - Jul 2018

Accountable and responsible for the Leadership, Development and Coaching of the Operations Leads, Recruiters and Induction Managers. The role is accountable for; team performance and profitability of a large contact centre; team leadership, coaching, development and engagement; operational excellence; customer advocacy; and must strive to exceed both TSA and client objectives. • Achieving all program metrics forecast as per (P&L); and productivity metrics• End to end management of all associated costs to deliver the program gross margin (P&L)• Management of workforce headcount• Management of team schedule adherence• Analysis and variation management across campaigns and teams, to ensure ongoing Program success• Meeting client expectations and delivering quality outcomes• Developing Customer Advocacy• Building and maintaining relationships with operational client stakeholders• Work collaboratively with clients to continuously improve• Understand and adhere to all contractual terms and agreements with clients• Operationalise client initiatives• Effectively engage and collaborate with key TSA support services, developing continuous improvement strategies and executing these effectively in order to drive operational excellence• Maintaining, validating and optimising current operating model, providing feedback to Operations Support• Adhering and managing to TSA and client guidelines, processes and procedures• Ensuring quality of work and compliance across all operational areas, as per the business requirements• Ensure Recruitment process delivers suitably qualified team members in line with the program• Ensure all leaders and team members receive effective coaching, which is correctly documented, to optimise performance • Take responsibility for the leaders and team members ongoing learning and development, ensuring appropriate development plans are in place

Channel Manager

• Feb 2017 - Aug 2017

Accountable and responsible for the Leadership, Development and Coaching of the Operations Leads, Recruiters and Induction Managers. The role is accountable for; team performance and profitability of a large contact centre; team leadership, coaching, development and engagement; operational excellence; customer advocacy; and must strive to exceed both TSA and client objectives. • Achieving all program metrics forecast as per (P&L); and productivity metrics• End to end management of all associated costs to deliver the program gross margin (P&L)• Management of workforce headcount• Management of team schedule adherence• Analysis and variation management across campaigns and teams, to ensure ongoing Program success• Meeting client expectations and delivering quality outcomes• Developing Customer Advocacy• Building and maintaining relationships with operational client stakeholders• Work collaboratively with clients to continuously improve• Understand and adhere to all contractual terms and agreements with clients• Operationalise client initiatives• Effectively engage and collaborate with key TSA support services, developing continuous improvement strategies and executing these effectively in order to drive operational excellence• Maintaining, validating and optimising current operating model, providing feedback to Operations Support• Adhering and managing to TSA and client guidelines, processes and procedures• Ensuring quality of work and compliance across all operational areas, as per the business requirements• Ensure Recruitment process delivers suitably qualified team members in line with the program• Ensure all leaders and team members receive effective coaching, which is correctly documented, to optimise performance • Take responsibility for the leaders and team members ongoing learning and development, ensuring appropriate development plans are in place

Operations Manager

• Aug 2015 - Feb 2017

Providing Leadership, Management and Coaching for a Team of Customer Experience and Sales Managers. Accountable for the collective Teams’ performance in the Centre striving to exceed both Business and Client objectives for Campaign and Customer Experience• Manage Customer Experience and Sales Teams campaigns to target as set by the business and the client• Analyse and manage variation across Teams to ensure ongoing success of campaigns• Manage Customer Experience and Sales Teams to strive to exceed Telstra’s expectations for Customer Experience• Manage Centre staff schedule adherence• Manage Centre productivity metrics • Adhere and Manage all staff to all TSA and Telstra guidelines, processes and procedures• Ensure that we maintain quality of work across all operational areas as per the business requirements• Utilise/Analyse reports to drive uplift within the business• Provide visibility/awareness of performance to management team and their agents• Create positive attitude through staff motivation• Encourage all staff members to attend and actively participate in all team meetings and activities.• Create an ongoing team culture• Ensure that the teams system records are kept up to date• Deliver and document effective coaching feedback to optimize the management team and their agents performance • Facilitate implementation of coaching action plans ensuring records are kept• Take responsibility for the teams ongoing learning and development • Facilitate regular team meetings to ensure the team objectives are communicated• Timely and accurate support and advice provided• Ensure all staff have appropriate development plans in place• Staff performance reviews• Effective and timely management of staff performance issues

Operations Manager

• Mar 2015 - Aug 2015

• Providing Leadership, Management and Coaching for a Team of Customer Experience and Sales Managers. Accountable for the collective Teams’ performance in the Centre striving to exceed both Business and Client objectives for Campaign and Customer Experience• Manage Customer Experience and Sales Teams campaigns to target as set by the business and the client• Analyse and manage variation across Teams to ensure ongoing success of campaigns• Manage Customer Experience and Sales Teams to strive to exceed Telstra’s expectations for Customer Experience• Manage Centre staff schedule adherence• Manage Centre productivity metrics • Adhere and Manage all staff to all TSA and Telstra guidelines, processes and procedures• Ensure that we maintain quality of work across all operational areas as per the business requirements• Utilise/Analyse reports to drive uplift within the business• Provide visibility/awareness of performance to management team and their agents• Create positive attitude through staff motivation• Encourage all staff members to attend and actively participate in all team meetings and activities.• Create an ongoing team culture• Ensure that the teams system records are kept up to date• Deliver and document effective coaching feedback to optimize the management team and their agents performance • Facilitate implementation of coaching action plans ensuring records are kept• Take responsibility for the teams ongoing learning and development • Facilitate regular team meetings to ensure the team objectives are communicated• Timely and accurate support and advice provided• Ensure all staff have appropriate development plans in place• Staff performance reviews• Effective and timely management of staff performance issues

Customer Experience and Sales Manager

• Sep 2013 - Mar 2015

• Providing Leadership, Management and Coaching for a team of Agents that provides a positive work environment and achieves both Business and Client objectives for Campaign and Customer Experience• Managing all campaigns to target as set by the business and the client• Ensuring that team Customer Experience/Advocacy results are achieved • Analyse and manage variation to ensure ongoing success of all campaigns• Ability to proactively provide and positively influence agents through leadership • Manage staff schedule adherence• Manage all of the team’s productivity metrics • Ensure all staff have appropriate development plans in place• Take responsibility for the teams ongoing learning and development• Facilitate implementation of coaching action plans ensuring records are kept• Encourage all staff members to attend and actively participate in all team meetings and activities• Create an ongoing team culture• Ensure that the teams system records are kept up to date• Deliver and document effective coaching feedback to optimize agent performance • Facilitate regular team meetings to ensure the team objectives are communicated• Conduct staff performance reviews• Effective and timely management of staff performance issues

Customer Experience and Sales Coach

• Apr 2013 - Sep 2013

• Providing coaching for a group of Sales Consultants to enhance their product knowledge and competency, deliver quality sales, whilst adhering to strict compliance guidelines. Document and report on all coaching, feedback and disciplinary action taken with individuals in line with required process• Keeping detailed records of activities, discussions and agreed actions to ensure that information is accurate and prompt follow-up occurs where applicable. Monitor and follow up outstanding issues. Comply with Quality Assurance requirements • Detailed knowledge of the complete range of products offered. Some knowledge of competitor and substitute products. Ability to advise on consumer perceptions, market acceptance, etc of individual products• Displayed the ability to effectively manage time. Usually plans daily work for one’s self to achieve required tasks though time management. Schedules appropriate resources and materials to achieve outcomes. Attends meetings on time, is respectful of others time allocated• Hold Coaching Sessions based on own analysis of trends in Assessments, etc and as required by Centre Manager/Senior Operations Manager• Audit Customer Experience and Sales Agents outbound calls• Utilise the systems and tools as directed by the Centre Manager to complete Call Assessments and Coaching Sessions

Customer Experience and Sales Agent

• Sep 2012 - Apr 2013

• Contacting customers via an outbound call to formulating personalized solutions to promote and sell products or services to customers• Ensuring that Customer Experience (NPS), Sales and Productivity metrics are achieved • Ensuring the all business and client guideless, process and procedures were adhered too• Maintaining a quality of work across all operation areas as per the business requirements