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 fundamental operational strategies, frameworks and standards for a startup contact center. Established, recruited for, organized, and directed the strategic management of pivotal areas, including operations, learning and development, quality assurance, vendor liaison, and workforce planning. Pioneered the development of operational processes and procedures from the ground up, persistently refining and enhancing them to accommodate the dynamic growth and evolution of the business. Implemented cost-effective strategies to drive down a startup OPEX ratio through automation and streamlining workflows. These innovations significantly diminished the need for manual intervention, empowering the workforce to strategically allocate their time and prioritize tasks more effectively. Effectively oversaw numerous external vendor relationships, consistently achieving success. With proficiency in cultivating and sustaining robust partnerships with our vendors. Instilled a culture of data-driven decisions, using my expertise in reporting and analytics to enhance processes and drive business efficiencies. Fostered close collaboration with the strategy department, actively seeking, and proposing innovative strategies aimed at not only enhancing customer engagement but also contributing to revenue generation for the business. Guide a team of accomplished professionals, cultivating a culture marked by accountability and continuous improvement; emphasizing open communication, mutual respect, and placing a key focus on fostering a healthy and positive working environment for all staff.

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 the organization, seamlessly connecting with frontline staff members to executive-level leadership with a track record of success. Established and continued to refine key performance indicators (KPIs) pivotal to propelling productivity within the organization, all the while aligning with budgetary constraints. Strategically orchestrated employee resourcing to fulfill operational needs while minimising overtime expenditures and maintaining a low Unplanned Absence (UPA) rate. Successfully keeping unplanned shrinkage below 10%. Systems specialist, managing the backend of our CRM to refine operational workflows and effectively troubleshoot any issues that arise. Collaborated intimately with our telephony partner to implement our omni-channel contact center cloud solution. Continuing to demonstrate a keen ability for on-site management of novel solutions, strategically mitigating the costs associated with external support services.

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 identified areas for improvement.

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 worked.

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