Brooke Harrison Email and Phone Number

Conduit between RSL Queensland and outsourced contact centre – providing strategic leadership across sales, service, retention, email, social media lines of business for 70 agents, 4 Team Leaders, Quality Assurance Manager, Operations Manager & Account Manager operating on behalf of RSL Art Union and RSL QueenslandOversee and manage day to day contact centre operations with focus on consistent delivery of outstanding customer experience in line with brand reputation, compliance and legislation requirements. Responsible for the day to day operations of the contact centre, including performance and revenue management and full compliance with all procedures and processes.

• On boarded outsourced call centre in be in house• Set up systems, UAT, designed and implemented compliance documents and procedures• Ownership of writing all contact centre policies and standard operating procedures• Prepare and analyse bi-weekly reporting with weekly movement, occupancy and sales targets• Monitor and assist with answering general student enquiries through international and domestic chat system, phones, face book and email• Oversee all bookings, contracts and document handling. Manage bookings and room allocations accordingly – workforce management• Oversee the new bookings, document follow up and writing of contracts for all new bookings across 3,500 bed portfolio in line with state legislation• Establish positive working relationships and open communication with all members of the team, educational institutions, international agencies and Atira Student Living property staff• Conducting weekly call evaluations and coaching sessions in order to drive continuous improvement in team effectiveness• Ensuring staff adhere to compliance and company policies• Organizing and conducting ongoing training of direct reports to drive improvement in quality and effectiveness of call handling to achieve business objectives• Conduct training and manage on boarding of all new staff• Manage the call centre budget and recruit accordingly in peak seasons• Evaluate daily, weekly, monthly reporting to improve results and drive performance

• Involved in the initial project of on boarding client – Cash Converters, setting up systems, UAT testing, worked on compliance documents and procedures, designing training modules and writing training manuals and material, recruiting and training 20 staff• Lead and mentor a call centre team of 20 collectors to achieve company targets on behalf of Cash Converters• Manage escalated complaints and enquiries from customers around short term loan repayment difficulty• Ensure all staff members comply with Collection House’s corporate policies and procedures and overall quality management program• Establish positive working relationships and open communication with all members of the team and client• Conducting weekly call evaluations and coaching sessions in order to drive continuous improvement in team effectiveness• Ensuring staff adhere to compliance and company policies• Organizing and conducting ongoing training of direct reports to drive improvement in quality and effectiveness of call handling to achieve business objectives• Independently manage Customer Service inbox• Monitor inbound call levels and ensure adequate staffing levels and dialler is being saturated and penetrated daily