Christopher Nugent Email & Phone Number

Adelaide, Sa, Au

Adelaide, South Australia, Australia

Overseeing the support of IntoWorks Contact Centres in SA , WA

Specific Responsibilities • Operational Management of the Adelaide Customer Care Contact Centre with 160+FTE • Ensure the Customer Contact Centre achieves Core Objectives outlined by Origin as well as a commitment to living our Values, every day. • Leading and managing a team of Team Leaders to deliver optimum performance with a priority of providing the best Customer Experience possible and First Call resolution.• Supported the initial set up of an overseas Contact Centre in the Philippines with a third party stakeholder on two separate occasions 2016 and 2020. Designed and implemented strategies on first call resolution and an increase in NPS.• Experience in end to end process of Recruitment of internal and external candidates in various roles.• Continue to build and maintain effective relationships with internal and external stakeholders with key achievements in reduction of internal multiple transfers and significant reduction in Customer effort through reduction of call-backs. • To maximise engagement across the Contact Centre and create an environment where employees feel challenged, motivated and part of one team working towards common goals. A true focus on work/Life balance for the Contact Centre. • Coach, mentor and Support for Team Leader Group to nurture and develop performance with a particular focus around effective communication and leading their team. • Exceptional support of Origin’s commitment to delivering excellent NPS results and strategic plan and action focus around Customer feedback.• Design and implementation of a unique coaching methodology which successfully increased NPS results, minimised Customer escalations and significantly reduced repeat calls.• Consistently achieved a wide range of business KPI’s and metrics Facilitated Team Leader success workshops in order to create effective communication and collaboration within the team. • Lead and promote all aspects of Origins commitment to health and safety within the workplace

Adelaide, South Australia, Australia

Specific Responsibilities • Lead, Coach and develop a team of 18+ FTE to ensure they are empowered and supported to meet the Customer’s requirements. • Extensive experience of all aspects of recruitment and onboarding process as well as the Organisation and implementation of training and content.• Administer processes and procedures and ensure progress against core objectives for the new FY. • Coach team in all areas of ‘Connect’ and support team in decision making re Right for Customer. • To support the Call Centre Manager with establishing and meeting department strategies and FY goals and targets. • To lead continuous improvement and promote Origins Values. • Drive team engagement and encourage ‘time to grow’ conversations throughout the year. • Work continually towards self-development to stay current on customer service procedures & practices. • Resolve escalated customer issues and give relevant support and coaching to team. • To assist with Reward and Recognition for the team and Centre such as ‘Success Is’ and other incentives throughout the year. • Be an advocate for change at key times throughout FY19 • To adhere to all Work Health and Safety regulations and promote a healthy & safe workplace.