Daniel Reynolds Email & Phone Number

Brisbane, Australia

Manage all aspects of learning development from the initial stages of responding to tenders, implementation of training requirements into new projects, the creation and review of materials, along with facilitation and consulting with external clients in the L&D space.

Brisbane, Australia

Drive operational performance to deliver client and employee outcomes.Manage a team of agents in line with company guidelines to achieve required performance and behavioural standards.Effectively contribute as a member of the centre management team to assist in meeting the company and client’s expectations.Drive operational performance to deliver client and the centre outcomes.Deliver reporting and data integrity.Manage the day-to-day operations to meet agreed business… Show more Drive operational performance to deliver client and employee outcomes.Manage a team of agents in line with company guidelines to achieve required performance and behavioural standards.Effectively contribute as a member of the centre management team to assist in meeting the company and client’s expectations.Drive operational performance to deliver client and the centre outcomes.Deliver reporting and data integrity.Manage the day-to-day operations to meet agreed business objectives.Meet deadlines and reviewed set targets Show less

Organise Training SessionsDeliver Company Standard Training / Competency Based Training Create an Environment Conducive to Adult LearningEvaluate TrainingManage Training Participants

Brisbane, Australia

Act as a SME (subject matter expert) and action any quality and/or entry issues that are escalated due to their complexityCommunicate client briefings and trainingLiaise with client representatives to meet client expectationsEnsure complaints management process and procedure obligations to the client are fulfilledCoaching of Agents in quality errors and maintain accurate coaching records Remotely and side-by-side monitor Agent calls to assess and report on adherence to… Show more Act as a SME (subject matter expert) and action any quality and/or entry issues that are escalated due to their complexityCommunicate client briefings and trainingLiaise with client representatives to meet client expectationsEnsure complaints management process and procedure obligations to the client are fulfilledCoaching of Agents in quality errors and maintain accurate coaching records Remotely and side-by-side monitor Agent calls to assess and report on adherence to quality requirementsIdentify and report opportunities for improvements in Agent Call QualityAssist with communications to the Centre on areas of improvement highlighted through data reviewMaintain Move to Improve processConduct regular internal audits to ensure certification compliance, attend and actively contribute to forums with the Corporate Innovations System Coordinator and the national Innovations teamGenerate and maintain accurate reports Show less

Brisbane, Australia

Develop and maintain a thorough understanding of service/product, processes and systemsActively participate in monthly performance reviewsAttend and actively contribute to team meetings to assist in continual improvementHandle contact within required time frameMeet required standards of qualityAdhere to schedule to achieve required targetMeet attendance requirements in line with contract and company policies

Brisbane, Australia