Michael Mclean Email & Phone Number

Melbourne, Victoria, Australia

Lead delivery of Fund driven activity within the Contact Centre, and conceptualise, design and deliver new Contact Centre initiatives and service improvements. The key stakeholder for all Fund driven activity through the Contact centre, work with internal teams and stakeholders to deliver their initiatives including campaigns, major communications and projects. I lead the development of business/functional level strategies and key strategic initiatives.Holding responsibility for continuous improvement and to design a continuous improvement framework. Bringing together learnings from customer feedback, quality assurance, incident management and reporting to develop and implement improvement plans with a continuous improvement mindset.

Melbourne, Victoria, Australia

Responsible for driving and enhancing the performance of Customer Engagement Centers, this role serves as the primary account manager for multiple channels, overseeing all operational aspects in collaboration with client partners.The core focus of this role is to execute the operational plan defined by the Executive and group leadership team to achieve the necessary commercial and personnel outcomes. Leveraging operational expertise, to formulate robust strategies aimed at delivering excellence in operational outcomes and financial performance and establishing a robust talent pipeline to support expansion.This is accomplished by establishing a clear vision and direction for the channels, coaching and cultivating the frontline leadership team, and offering crucial insights into performance, customer behavior, and competitive factors. These insights are then transformed into actionable initiatives that benefit both our business and our clients.

Perth, Australia

This role is responsible for improving the performance of Customer Engagement Centers and acting as the primary account manager for operational matters with client partners. The main focus is executing operational plans to achieve commercial and operational goals.

Perth, Australia

Perth, Australia

Perth, Australia

Perth, Australia

Bachelor Of Communications, Film & Television

Education record