Hayden Bull
National Customer Service Manager at Häfele New Zealand- Claim this Profile
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Bio
Mike McKeown
I have worked with Hayden for a number of years at Salmat, and most recently Probe Group. Hayden has always been a great team player, for the company as a whole, for his clients, and for his staff. He has led a number of different campaigns in his time with the company, across service and sales. He understands the Contact Centre environment incredibly well. Understands the technology, the drivers, but most importantly, understands what it takes to make a Contact Centre work incredibly well. The last piece is the people. The others are a given, but it is the people, and the person leading the people that make the difference. Hayden is a leader. He leads from the front, and Is not afraid of the tough stuff that as leaders we have to deal with, to handle, to embrace, and to execute. I have always said that you can tell the health of a contact centre by walking around and listening, and I believe that Hayden shares the same philosophy. The centres that Hayden has run have always been enjoyable to walk into and around. People doing their jobs well, and enjoying doing them well. The staff are engaged and having fun, while delivering great service. A well run, well led Contact Centre has a buzz, a heartbeat about it, and this is what I have always felt in walking into any environment that Hayden has been managing. And finally change. Change is a constant in Outsourcing, and Hayden is one of the best at leading his people through change.
Mike McKeown
I have worked with Hayden for a number of years at Salmat, and most recently Probe Group. Hayden has always been a great team player, for the company as a whole, for his clients, and for his staff. He has led a number of different campaigns in his time with the company, across service and sales. He understands the Contact Centre environment incredibly well. Understands the technology, the drivers, but most importantly, understands what it takes to make a Contact Centre work incredibly well. The last piece is the people. The others are a given, but it is the people, and the person leading the people that make the difference. Hayden is a leader. He leads from the front, and Is not afraid of the tough stuff that as leaders we have to deal with, to handle, to embrace, and to execute. I have always said that you can tell the health of a contact centre by walking around and listening, and I believe that Hayden shares the same philosophy. The centres that Hayden has run have always been enjoyable to walk into and around. People doing their jobs well, and enjoying doing them well. The staff are engaged and having fun, while delivering great service. A well run, well led Contact Centre has a buzz, a heartbeat about it, and this is what I have always felt in walking into any environment that Hayden has been managing. And finally change. Change is a constant in Outsourcing, and Hayden is one of the best at leading his people through change.
Mike McKeown
I have worked with Hayden for a number of years at Salmat, and most recently Probe Group. Hayden has always been a great team player, for the company as a whole, for his clients, and for his staff. He has led a number of different campaigns in his time with the company, across service and sales. He understands the Contact Centre environment incredibly well. Understands the technology, the drivers, but most importantly, understands what it takes to make a Contact Centre work incredibly well. The last piece is the people. The others are a given, but it is the people, and the person leading the people that make the difference. Hayden is a leader. He leads from the front, and Is not afraid of the tough stuff that as leaders we have to deal with, to handle, to embrace, and to execute. I have always said that you can tell the health of a contact centre by walking around and listening, and I believe that Hayden shares the same philosophy. The centres that Hayden has run have always been enjoyable to walk into and around. People doing their jobs well, and enjoying doing them well. The staff are engaged and having fun, while delivering great service. A well run, well led Contact Centre has a buzz, a heartbeat about it, and this is what I have always felt in walking into any environment that Hayden has been managing. And finally change. Change is a constant in Outsourcing, and Hayden is one of the best at leading his people through change.
Mike McKeown
I have worked with Hayden for a number of years at Salmat, and most recently Probe Group. Hayden has always been a great team player, for the company as a whole, for his clients, and for his staff. He has led a number of different campaigns in his time with the company, across service and sales. He understands the Contact Centre environment incredibly well. Understands the technology, the drivers, but most importantly, understands what it takes to make a Contact Centre work incredibly well. The last piece is the people. The others are a given, but it is the people, and the person leading the people that make the difference. Hayden is a leader. He leads from the front, and Is not afraid of the tough stuff that as leaders we have to deal with, to handle, to embrace, and to execute. I have always said that you can tell the health of a contact centre by walking around and listening, and I believe that Hayden shares the same philosophy. The centres that Hayden has run have always been enjoyable to walk into and around. People doing their jobs well, and enjoying doing them well. The staff are engaged and having fun, while delivering great service. A well run, well led Contact Centre has a buzz, a heartbeat about it, and this is what I have always felt in walking into any environment that Hayden has been managing. And finally change. Change is a constant in Outsourcing, and Hayden is one of the best at leading his people through change.
Experience
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Häfele New Zealand
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New Zealand
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Wholesale Building Materials
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1 - 100 Employee
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National Customer Service Manager
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Jun 2022 - Present
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Waste Management NZ Ltd
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New Zealand
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Environmental Services
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400 - 500 Employee
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Onboarding Manager
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Jun 2019 - Nov 2022
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Probe CX
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Australia
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Contact Center Manager
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Feb 2014 - Apr 2019
• Operational management of a number of Outsourced Contact Centres including American Express, Fly Buys NZ Service centre and the Woolworths Rewards Loyalty Program. • Delivery of KPIs including Grade of Service, average handle times, quality assurance, Net Promoter Score (NPS) and first call resolution. • Manage budget, planning and cost per contact against client agreed forecasts and grow revenue and gross margin budgets Achievements: • Achievement of sales targets for American Express Inbound sales team. • Consistent over-achievement of Fly Buys NZ Customer Satisfaction results. • Consistent achievement of Gross margin targets against budget. • Successful transition of the Everyday rewards Contact Centre from Australia to New Zealand.
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Fisher and Paykel Finance
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Auckland, New Zealand
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Customer Service Operations Manager
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Apr 2011 - Nov 2013
• Operational management and leadership of the F & P Finance Customer Service team including 7 direct reports and 60 staff in total. • Maintain an appropriate balance and successfully deliver against all KPIs including grade of service, average handle times, quality, and customer satisfaction. • Developing, implementing and continuous calibration of best practice customer engagement initiatives Achievements: • Improved operating efficiency Lowered average handle times from >6min to 5m15s. • Implemented new KPI’s to drive desired customer and business outcomes. • Implemented new Call Quality program to improve customer satisfaction. • Introduced a cross sell product promotion initiative directly increasing revenue.
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NZ Window Shades
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Auckland, New Zealand
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Customer Service Manager
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Sep 2009 - Apr 2011
Responsibilities: • Establish, manage and monitor customer service team targets including installation standards and service levels nationwide ensuring compliance with company policy and legal requirements. • Continuously improve customer-related systems and processes within the company’s customer service and installation functions. Achievements: • Reduced call abandonment rate from 10% to <5%. • Improved (ASA) Ave Speed to Answer from 36s to <20s. • Implemented process improvement across all internal customer service procedures.
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Vodafone
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United Kingdom
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Telecommunications
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700 & Above Employee
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Contact Centre Manager
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Mar 1998 - 2009
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Education
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Technikon Natal (Durban, South Africa)
Marketing & Sales Management, Marketing/Marketing Management, General
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