Emma Jordan Email & Phone Number

Sydney, New South Wales, Australia

Australia

Cultivated a dynamic leadership style prioritizing open communication, fostering an environment where team members felt empowered to express their ideas, concerns, and feedback openly. Focusing on accountability and understanding, recognizing the importance of acknowledging individual strengths and contributions to overall team success. Implemented.

Utilizing a ‘lead from the front’ approach, engaging in hands-on activities and providing support wherever needed across various domains. Engage in 2nd line of defense activities, including managing incidents and executing remediation actions, ranging from low-level issues to critical P1 incidents. Cultivated meaningful relationships across all levels of.

Rostered over 100 staff, encompassing full-time, part-time, and casual positions. Skillfully balanced operational needs with employees' availability to ensure seamless workflow. Optimized cost efficiency by carefully managing overtime and Unplanned absence rate (UPA), striking a balance that kept expenses to a minimum.

Brisbane, Queensland, Australia

Recruited and adeptly trained a team of professionals in a specialized role outside their typical expertise. Directed the efficient management and scheduling of a workforce exceeding 800 call center employees. Oversaw precise payroll reporting for a workforce of more than 800 employees, ensuring meticulous accuracy.

Brisbane, Queensland, Australia

Contributed to the establishment and implementation of employee rostering for a workforce of over 800 staff, overcoming limitations in available technologies with resourcefulness and efficiency. Independently acquired proficiency in newly introduced systems, resulting in a more streamlined rostering process that provided enhanced oversight of gaps and.

Brisbane, Queensland, Australia

Stood down due to COVID-19Pioneered the formulation and organization of the newly established Reporting Analyst role within the contact center.

Brisbane, Australia

Established and organized the Real-Time Desk Analyst team, tasked with overseeing live operational workloads. Skillfully maneuvered operational levers to meet stringent KPIs and deliver exceptional support. Implemented robust Unplanned Absence (UPA) rate and leave reporting systems, revealing a monthly gaps in hours paid to staff for time not actually.

Brisbane, Australia

Newstead, Queensland, Australia

My responsibilities included; - Customer Service- Strong Negotiation - Working towards individual and team targets- Supporting new staff- Assisting other team members- Managing Customer Accounts - Dealing with Complaints Professionally- Assisting Management