Responsibilities:

• Project managing the implementation and delivery of Customer Return on Investment Reporting project.

• Participating as the business unit subject matter expert for the telephony platform upgrade project and future up-grade discussions.

• Initializing Call Centre Reporting Centralisation Project.

• Building close and effect relationships, liaising with, consulting and training users and all management levels for the purpose of reaching their business targets.This includes educating on all Call Centre Telephony related Technology and related reporting and terminology.

• Applying workforce management processes to ensure cost effective utilisation of resources, whilst ensuring service levels and objectives are maintained. This includes; call forecasting, scheduling to forecast, real time monitoring and tracking and reporting on scheduled adherence.

• Producing weekly staff schedules, based on required headcount for Tele-Sales Teams.

• Using MS Access and Excel extensively for creation of: daily and weekly inbound and outbound call volume; user productivity; and inbound/outbound Campaign Effectiveness reporting.

• Using Interactive Intelligence CIC telephony and predictive dialler platforms extensively.

• Creating Predictive and Preview Dialler Campaigns for outbound teams including development of filters and rules.

• Utilising Telstra InControl System for the creation of inbound answer points and routing trees.

• Creating of new dialer scripts using HTML coding.

Relevant Achievements:

• Consulted with and built close and effective relationships with stakeholders in particular Direct Marketing Managers, Call Centre Managers, State and National Managers for the purpose of aiding them to reach their business targets.

• Successful delivery of the Customer Return on Investment Reporting project.

• Successful deployment and training of the Telephony platform upgrade.

• Call Centre targets of; 80% of calls answered within 20 seconds and less than 3%Abandonment rate, achieved through workforce management.

• Implementation of new reports to assist senior managers in identifying improvement opportunities in the Call Centres.

• Redesigned and engineered the existing Call Centre reporting to a central reporting repository to create better usability for key stakeholders.

• Developed vast experience and knowledge of the Interactive Intelligence CIC telephony and Predictive Dialler platform.

• Developed and implemented new processes within the Call Centre Support team to improve team performance and or customer satisfaction.

• Experience in Meridian Terminal Emulator (MTE) Telephony System and Davox Predictive Dialler System.

• Introduced daily and Weekly inbound and outbound user performance reporting.

• Created outbound Dialler campaigns.

• Introduced different contact filters and rules increasing contact rate by 15%.

• Trained stakeholders and users on telephony system and reporting.

• Loaded client information and new accounts onto system.

• Requested and prepared legal documentation to initiate legal proceedings for defaulting debtors.

• Created first report of all Commercial Client Base, which became a company used document.

• Liaised with Process Servers and Tracing Agents.

• Entered and sent legal correspondence via Electronic Data Interchange to courts.