Kinetic ITContact Center Operations Director
Mar. 2020 - Aug. 2022Melbourne, Victoria, AustraliaAs Contact Center Operations Director, I oversaw operations at Victoria Police, V/Line Trains, and Metro Trains Melbourne, I managed teams of 20-120 engineers, covering contact center operations (24/7), end user compute and infrastructure services. My role was instrumental in ensuring smooth service delivery and operational excellence across critical organizations, while overseeing strategic planning, resource allocation, and performance management to uphold the highest standards of reliability and efficiency. • Managed a ~$8M P&L for a large government account, ensuring financial accountability and sustainable operations.
• Directed teams of 20-120 staff across Contact Center, End User Compute, and Infrastructure functions, driving initiatives to improve service quality, operational efficiency, and customer satisfaction.
• Spearheaded contract management requirements across Contact Center, including due diligence, transitions, and negotiations, to secure favorable terms and support business continuity.
• Established strong customer and vendor relationships through effective communication, trust-building, and consistently exceeding expectations.
• Led the Contact Center’s critical response efforts during COVID-19, ensuring rapid issue resolution and uninterrupted support for policing matters across Victoria, Australia.