Christopher Freeman Email & Phone Number

Melbourne, Victoria, Australia

One of three operations managers for a busy call centre dedicated to data collection for social research projects. Directly managing a leadership team of 12 - 20.Leadership team was responsible for the the ongoing performance of 300+ computer assisted telephone interviewing (CATI) staff members. Making sure individual and project performance is meeting project budgets.Monthly financial reporting - including actual project performance against budgets. Where budgets are not being met, creating action plans to bring performance and costs inline with expectations.Responsible for performance management and disciplinary matters in the call centre.Managed multiple stakeholder relationships, both internal and external.Involved in key management decision including developing and implementing strategic direction of the call centre.Led the development and execution of 2022-23 operations department's strategic plan.Call centre made a profit o $1.5 million against a budget of $110 thousand.

Similar to a team leader role, I was responsible for the ongoing performance of a team of 16-20 telephone interviewing staff members, in a call centre that has, at times, 20+ projects.

Melbourne, Australia

I was responsible for planning and conducting the onboarding of new staff to the call centre. This included: deciding intake volumes based on upcoming workloads, reviewing applications, conducting phone and in person interviews, facilitating the induction sessions. Mostly I was working in this role by myself. However, during high intakes, I would also lead a small team to recruit the numbers required.I was also responsible for the ongoing training and quality monitoring.