Dhillon Singh Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Responsible for the overall function, operation, and enhancement of strategic technology business portfolio of products ( Contact Centre / Unified Communications)

Management and support of Stellar’s Core Telephony Environment:Manage & Support of Avaya,Verint & Mitel related Technologies (Voip & Contact Centre)Manage & Support of Call Accounting & Contact Centre reporting TechnologiesMaintain a current understanding of all systems features to maximise the benefits of the technology to the businessParticipate in the direction and enhancement of technologies and servicesProvide general maintenance of technologies including archiving, restoration and end of service deactivationDevelop and maintain relevant technical documentation related to Contact Centre technologies, processes and best practicesProvide technical assistance to the Project team and the customer in the development of new telephony/contact centre requirements including the hands-on customisation of related technologiesProvide technical assistance in the design and development of campaigns and operational reporting including data extracts and change requestsPerform pre and post implementation reviews of campaign systems set-upsMonitoring & analysing results to drive optimum performance:Administer technologies across all services, review real time and historical performance data, determine the efficiency of the technology and make recommendations / adjustments as requiredAnalyse operational results to proactively seek opportunities for improvement in performance and make recommendations to managementManagement of all associated vendors including reviews, tenders and service level agreementsCoach, develop and mentor direct reports to maximise performance

Richmond

Deliver customer focused systems support to business including setup and maintenance of telephony and campaign systems. Regular maintenance and administrator of voice recording platform. Implementation of voice ivr solutions for business and clients Coordinate and implement new project work in par with client and centre needs

Boxhill

Deliver customer focused technical support to the contact centre. Maintenance of software and hardware. Managing data and telephony systems of the centre. Effectively use the resources in team for maximum productivity. Development of technical team by coaching and training. Coordinate new project work in par with client and contact centre needs

Richmond

Develop, maintain and deploy reporting solutions. Provide subject matter expertise and product management accountability for Stellar’s reporting systems to ensure consistency and the best possible value to the business

Box Hill

Establish and analyze for continual process improvement, timely and accurate performance reporting for the centre. Generating real time and post even performance reports across all functional areas. Maintain a systematic, timely reporting structure to measure business activity. Creating contract reports and providing analysis to all functional areas of the centre. Prepare and maintain daily profit and loss for centre. Analysis of monthly financial reports