Rob Simpson Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Contact centre management role responsible for voice, email and web chat

Melbourne, Victoria, Australia

Secondment role. Responsible for leadership of two team managers, 14 team leaders and ~150 contact centre consultants ensuring a members first experience. Achievements:• Led contact centre of ~150 consultants through large scale transformational change across systems, process, and product.• Post implementation embedding of large-scale changes as measured by AHT decrease of 240 (26%) seconds, increase by 23% of digital first conversations.• Implemented Management Operating System and targeted burn down activity approach to email backlog and workflow. This reduced backlog volumes 77% in one month and increased productivity 30%. Upskilled and coached managers and leaders on the methodology to maintain and improve performance. • Increased referrals to Member Engagement General Advice team 15% • Formed a high performing contact centre leadership team across 15 team leaders, delivering a performance culture, accountability, and continuous improvement across the contact centre OKRS.

Responsible for leadership of 4-6 team leaders and ~50-90 indirect reports across inbound and specialist (multi-channel) teamsAchievements;• Operational lead for large scale transformation project across people, product, process, and technology. Achieved. 87% Engagement score for team led through the transformation project• Designed and Implemented Management Operating System approach to achieve operational excellence. This increased SLA performance from 5% to 95% and reduced backlog volumes by 74%

Melbourne, Victoria, Australia

Leadership, coaching and mentoring of two claims teams to achieve individual, business unit and organisational goals and continuously improve performanceAchievements:- Delivered compliance project to significantly reduce errors impacting customers from 121.8 per week in Jan 2020 to 1.2 per week by Dec 2021. This resulted in successful closure of the Risk Incident in January 2021.-

Melbourne, Australia

Melbourne, Australia

Lead, manage and develop the service support teams of subject matter experts, continuous improvement, project leads and team leaders. driving exceptional service outcomes designed to facilitate operational ease of doing business. This is achieved, via large scale project change support, continuous improvement, and completion of audit risk and compliance activities

Melbourne Area, Australia

Merged and cross skilled three teams delivering $500k reduction in operating costs while maintaining SLAsDelivered an SMS pilot that resulted in a 23% reduction in volumes and 5% increase in FCR metricConceived, led and delivered agile project squad to enable customer self-service via website, improving ~100,000 customer journeys Creation and implementation of a career framework for contact centresDelivered a year-to-date quality score of 98%NPS score of 40 YTDAchieved employee engagement score of 81% during a change in operating modelGrowth leads exceeding YTD target by 33%

Greater Melbourne Area

Master Of Business Administration (M.B.A.), Business Administration And Management, General, High Distinction Average (82%)

Awarded most outstanding MBA student

Post Graduate Certificate In Business Administration, Business Administration And Management, General

Rg146 Tier 1 Compliance, Finance, General

Ba (Hons) English & Media Studies, English Literature, Media Studies

Managing And Leading Change