Les Broeckx Email & Phone Number

Upper Glastonbury, Qld, Au

Melbourne, Australia

As Group Business Development Manager, I engage with potential clients to carefully understand their needs from which we can develop an agreed solution for expert implementation by our experienced support team. My team then nurtures the relationship enabling our client and TMC to look ahead in genuine partnership.

Melbourne, Australia

As Group Business Development Manager, I engage with potential clients to carefully understand their needs from which we can develop an agreed offshoring solution for expert implementation by our experienced support team. My approach is transparent and consultative to enable common understanding of the solution you require.At Link Offshoring Solutions, we offer several customisable resourcing options: • Team member (single or multiple work types or… Show more As Group Business Development Manager, I engage with potential clients to carefully understand their needs from which we can develop an agreed offshoring solution for expert implementation by our experienced support team. My approach is transparent and consultative to enable common understanding of the solution you require.At Link Offshoring Solutions, we offer several customisable resourcing options: • Team member (single or multiple work types or personnel)• Project-based activity• Time-based activity Show less

Melbourne, Australia

Coordinated the company’s compliance program for its major client, involving monthly submissions and response coordination across internal stakeholders.Implemented business continuity plans for onshore and offshore sites incorporating response and recovery activities for potential crisis scenarios.

Melbourne, Australia

Formulated the operational strategy in conjunction with the company board, and led the change management, of a 1200 agent sales force migrating from independent contractor to employee arrangements. Designed an internal quality audit program, involving extensive root cause analysis, to validate effectiveness of recruitment, training, coaching and frontline management routines.As a Risk Management Committee founding member, coordinated risk mitigation initiatives across the sales… Show more Formulated the operational strategy in conjunction with the company board, and led the change management, of a 1200 agent sales force migrating from independent contractor to employee arrangements. Designed an internal quality audit program, involving extensive root cause analysis, to validate effectiveness of recruitment, training, coaching and frontline management routines.As a Risk Management Committee founding member, coordinated risk mitigation initiatives across the sales business reducing average residual risk rating from 11.7 to 10.5.Project and change managed multiple site alterations involving 100's of staff placements and 3 client co-locations.Designed and implemented, in collaboration with multiple stakeholders, a management operating model governing front office operations across 10 on-shore and off-shore sites. Show less

Melbourne, Australia

Mitigated the potential loss of a significant sales channel impacted by structural separation issue through intensive stakeholder engagement to identify the solutions required and implementing the necessary change across the channel.Rewrote HR policies, in conjunction with HR specialists, to better meet the needs of frontline managers.Improved new agent speed to competency and retention by implementing objective KPIs and minimising duplication across multiple site-based trainers and… Show more Mitigated the potential loss of a significant sales channel impacted by structural separation issue through intensive stakeholder engagement to identify the solutions required and implementing the necessary change across the channel.Rewrote HR policies, in conjunction with HR specialists, to better meet the needs of frontline managers.Improved new agent speed to competency and retention by implementing objective KPIs and minimising duplication across multiple site-based trainers and recruiters, and introducing call assessment methodology to coaching practice. Show less

Melbourne, Australia

Conducted a companywide operations review in partnership with an external top-tier consultancy that identified a raft of potential improvements and significantly strengthened the client relationship.Managed the company’s dealership licence obligations as they related to accreditation and training certification achieving 100% compliance.Introduced regular national planning workshops and reviews to set and track state-based priorities impacting the division’s profit and loss performance.

Melbourne, Australia

As Channel Development Manager delivered a new contact approach, as calibrated internally and with several top-tier consultancies, to front of house sales and customer experience process and practice across 10 outbound sales contact centres.As Business Development Manager, led a national team of embedded sales development managers and support team across 10 contact centres delivering improvements to front of house coaching and management methodologies.As Indirect Sales Manager, grew… Show more As Channel Development Manager delivered a new contact approach, as calibrated internally and with several top-tier consultancies, to front of house sales and customer experience process and practice across 10 outbound sales contact centres.As Business Development Manager, led a national team of embedded sales development managers and support team across 10 contact centres delivering improvements to front of house coaching and management methodologies.As Indirect Sales Manager, grew state revenues by 25% tghrough close engagement with 5 partners.As acting National Manager of an outsourced sales channel, integrated business customer segments, achieving 10:1 overall ROI and business channel from 2.5:1 to 4:1.As Customer Service Manager Sold several corporate customer service assurance agreements for national voice and data networks at a time ($750K) when team consensus was that these customers would not spend. Later enabled the establishment of a customer service centre and billing system in close partnership with the partner, aiding it to become the state’s premier service provider. As Project Manager, implemented a $1M 5,000 line PABX system and associated cabling works across a complex heritage protected and high security site. Show less