In this executive-level leadership role, I am fully accountable for a significant customer experience portfolio spanning retail and logistics, supporting some of Australia's best-known brands. With a passion for change management and innovation, backed by a high-performing team across Melbourne, Sydney, Brisbane and Manila, I am driven to surface actionable insights and transformation opportunities for our people, our partners and their customers to experience.

Along with leadership and complete operational accountability of a new significant retail portfolio, this exciting role is tasked with shaping our Probe MO - a program and way of working that will underpin, enable and continually improve the day to day practices and ways of working that deliver our unrelenting purpose and passion to “do it better".

Responsibilities will include establishing and driving important changes and programs of work within the Probe business and Technology teams, Assisting with Technology Pre-sales activities, managing Technology Vendors, Probe Clients and assisting with PMO functions including Transitions and Transformation programs.

As Probe's Customer Solutions Director I am responsible for the engagement, development. deployment and design of all solutions across our products and services categories for our customers, and their customers.Working closely with the Executive Leadership Team, our support teams and leading our operational SMEs I am unrelenting in my commitment to the very best outcomes powered by the most effective and efficient solutions we can deliver at Probe!

I am responsible for the development, optimisation, and effectiveness of the resource planning team within the Optimisation Support Group. My principle responsibility is to drive team culture, accountabilities, and relationships with the contact centres to deliver optimal resource efficiency, accurate forward planning, and provide valued operational input.I am also responsible for the continuous improvement and operational delivery of my portfolio of customers consisting of a number of top tier retailers, superannuation and telecommunications companies including financial and contractual compliance and performance.

Whether it's a minor process redesign, a new system implementation, or a major strategic review and restructure - most companies are constantly on the lookout for new and innovative ways to stay ahead of the competition.If you would like support with; - Finding the right initiatives to implement - Implementing your initiatives successfully (or recovering initiatives that may have gone a little off track) - Ensuring your people, processes and technology are all heading in the same direction... then you are in luck - that is precisely what our team of passionate and energetic superstars love doing every day!To get the greatest success in your initiatives, you need a partner, rather than just another provider. And fortunately, that is how we engage with all our wonderful clients.If you are seeking exceptional people who specialise in any of the below skillsets and would love nothing more than to exceed your wildest expectations, then you may want to give us a call!We can help you with;- Workforce Optimisation- Process Review and Redesign- Project Management- Change Management- Training Development and Delivery- Strategic Planning and Reviews- Leadership Frameworks and Mentoring

My position is required to implement, drive and support the Operational Excellence (OE) Program to secure achievement of financial metrics, drive consistency of operational performance and deliver a culture of continuous improvement across all Contact Centres. In addition I provide Change Management support for key initiatives into Contact including communication, approval of timing, milestones and strategies within each deployment as well as securing quality within the education and embedding processes to ensure they meet centre requirements and result in healthy adoption.

As Salmat’s Workforce Optimisation Manager, I am responsible forthe development, optimisation, and effectiveness of the resourceplanning team within the Optimisation Support Group. My principleresponsibility is to drive team culture, accountabilities, andrelationships with the contact centres to deliver optimal resource efficiency, accurate forward planning, and provide valued operational input.

Responsible for the optimisation and overall execution of numerous outsourced contracts including;- Inbound Customer Service (Transport Sector - 130 seats, 24/7)- Inbound Customer Service (Loyalty Sector - under 50 seats, including back office functions)- Outbound Sales (Telecommunications Sector - 100 seats)

Responsible for operations, analytics / reporting and data management for a Inbound Acquisition and Outbound Retention (multiple campaign) Contact Centre (approx 100 seats) in the PHI Industry

Responsible for the training and development of new recruits through the deployment of an induction program within a multiskilled and multidirectional PHI contact centre.

Responsible for managing multiple teams within an Inbound Acquisition and Outbound Retention Contact Centre (PHI Industry including;- Inbound Sales- Outbound Payment Collection- Outbound Retention / Member Health Checks- Inbound Existing Member / Customer Service