Overall responsibility for the implementation of processes that support continuous improvement at Tenix. Tenix Solutions is a leading provider of Compliance Management Programs to State and Local Governments.Specialising in infringement management and enforcement services, we combine consulting, technology and outsourcing services to cover the end-to-end management of compliance programs. Leveraging experience gained from running some of the world’s largest traffic and parking compliance programs, our operations has capacity that is unmatched within the Asia-Pacific region.

Tenix Solutions is a leading provider of Compliance Management Programs to State and Local Governments.My responsibilities included;- Leading sales contact Team Leaders and their agents, developing coaching strategies and providing ongoing mentorship to customer service team- Overseeing the effectiveness of operating systems and procedures- Implementing best practice service standards- Continual review of management processes and staff flows ensure client performance standards are exceeded- Liasing with operations managers and floor managers to develop and sustain a coordinated approach to meeting client standards

Responsible included;- Direct management of Contact Centre floor management to ensure KPI’s are met and clients expectations are exceeded- Coaching, feedback and performance management of contact centre team management- Ensuring service agreeements are met: reviewing the management of staff rosters and staffing levels to allow for call and email volumes- Guiding management team to set objectives to ensure resources effectively utilised to achieve business objectives- Managing attendance and punctuality of contact staff to ensure maximum efficiency is realised

Telstra is Australia’s leading telecommunications and information services company, offering a full range of communications services and competing in all telecommunications markets.Telstra provides 16 million mobile services, 7.5 million fixed voice services and 3 million retail fixed broadband services.My role included;- Project management of the rollout and implementation of the Continuous Improvement Program: designed to improve organisational capacity, the effective management of work requests and effective operational delivery to meet client expectations.- Ensuring project phase timelines are followed with a focus on monitoring program dependencies and financials to allow for modifications to ensure the project stays on track.- Management of the onshore/offshore relations and ensuring cross organisational coordination to meet client expectations- Providing guidance to departmental leaders and ensure customer success teams are effectively deployed to meet client KPI’s.