* Project management* Building, reviewing and optimising internal processes* Leading and communicating operational change* Reporting and trend analysis* Telephony and live chat platform design, build and administration* Salesforce administration

* Project management* Optimising process efficiencies* Process mapping & documentation* Leading and communicating operational change* Forecasting and capacity planning* Real time administration and intra-day planning* Reporting and trend analysis* Telephony and live chat platform design, build and administration* Salesforce administration* User onboarding, setup and permissioningNSW state winner and national finalist for Operations Champion at 2019… Show more * Project management* Optimising process efficiencies* Process mapping & documentation* Leading and communicating operational change* Forecasting and capacity planning* Real time administration and intra-day planning* Reporting and trend analysis* Telephony and live chat platform design, build and administration* Salesforce administration* User onboarding, setup and permissioningNSW state winner and national finalist for Operations Champion at 2019 Auscontact Awards Show less

* Coaching and leading a team of 12 sales agents* Managing lead to application sales cycle* Trend reporting and analysis* Recruitment and training

* Leading, coaching and motivating the contact centre leadership team to deliver on set KRA's* Skill development and goal setting* Providing performance and behavioural counselling to employees and management* Providing regular exec/board feedback and reporting on contact centre performance* Volume, staffing and budget forecasting* Identifying and delivering on opportunities to improve process efficiency, productivity and sales* Analysing data and trends for contact… Show more * Leading, coaching and motivating the contact centre leadership team to deliver on set KRA's* Skill development and goal setting* Providing performance and behavioural counselling to employees and management* Providing regular exec/board feedback and reporting on contact centre performance* Volume, staffing and budget forecasting* Identifying and delivering on opportunities to improve process efficiency, productivity and sales* Analysing data and trends for contact centre volume and sales Show less

12 month parental leave contract* Leading, coaching and motivating the contact centre leadership team to deliver on set KRA's* Conducting performance reviews* Skill development and goal setting* Providing performance and behavioural counselling to employees and management* Providing regular exec/board feedback and reporting on contact centre performance* Volume, staffing and budget forecasting* Project and change management* Leading customer and employee… Show more 12 month parental leave contract* Leading, coaching and motivating the contact centre leadership team to deliver on set KRA's* Conducting performance reviews* Skill development and goal setting* Providing performance and behavioural counselling to employees and management* Providing regular exec/board feedback and reporting on contact centre performance* Volume, staffing and budget forecasting* Project and change management* Leading customer and employee happiness and brand engagement* Driving innovation and continuous improvement within the team* Identifying and delivering on opportunities to improve process efficiency, productivity and sales* Analysing data and trends for contact centre volume and sales* Recruitment, setup and training of remote support teams Show less

* Accountable for the day to day operation of the contact centre for Contiki and Creative Holidays brands, ensuring maximum effectiveness and efficiency across the team* Leading, coaching and motivating the contact centre leadership team to deliver on set KRA's* Conducting performance reviews* Skill development and goal setting* Providing performance and behavioural counselling to employees and management* Managing the communication of operational changes to the teams*… Show more * Accountable for the day to day operation of the contact centre for Contiki and Creative Holidays brands, ensuring maximum effectiveness and efficiency across the team* Leading, coaching and motivating the contact centre leadership team to deliver on set KRA's* Conducting performance reviews* Skill development and goal setting* Providing performance and behavioural counselling to employees and management* Managing the communication of operational changes to the teams* Anticipating possible problems and developing contingency plans in advance* Providing regular feedback and reporting on contact centre performance* Analysing data and trends for contact centre volume and sales* Volume and budget forecasting Show less

* Managing a team of senior multi skilled call centre agents - sales, service, credit and collections* Coaching, feedback and performance reviews* Recruitment and training* Delivering key innovations to improve team efficiencies* Implementing agent metrics, scorecards, commission structures and incentives* Workforce administration and real time monitoring* Volume and budget forecastingNSW State Finalist - 2012 ATA Team Leader of the YearAwarded Flexigroup's… Show more * Managing a team of senior multi skilled call centre agents - sales, service, credit and collections* Coaching, feedback and performance reviews* Recruitment and training* Delivering key innovations to improve team efficiencies* Implementing agent metrics, scorecards, commission structures and incentives* Workforce administration and real time monitoring* Volume and budget forecastingNSW State Finalist - 2012 ATA Team Leader of the YearAwarded Flexigroup's 2011 Leader of the Year Show less

* Providing hardware and software support to site (up to 50 staff)* Planning and purchasing new technology and equipment* Creating and maintaining system access for all employees

* Planning and implemention of projects, campaigns and new initiatives* Analysing and reporting on impacts of projects and campaigns to key stakeholders* Negotiating business requirements with key stakeholders