Operations Manager - Sales Call Centre Launch - Contractor
TeleTech - Qantas
Lead 3 direct reports and 40 sales agents, bringing together the workforce talent to successfully execute and launch the new Qantas Assure ~ Private Health Insurance ~ Sales Call Centre. Managing the day to day expectations of all facets of the sales and operations to exceed targets, coordinate offshore (Manila, Auckland, Colorado) teams and manage customer interaction expectations for this Australian Icon - Qantas. Coordination of 3rd party IT and facilities management. Delivery of front line human resource and performance management. Creation and maintenance of daily and monthly reporting & charting, analysis of data, presentation of centre performance.