SitelProject Manager
Jul. 1998 - Oct. 2001Reporting to the CEO and the local executive team I was responsible for numerous contact centre projects as well as several strategic business projects. My key responsibilities were implementing new client programs, creation of project plans, managing project teams of up to 20 people, establishing and controlling project budgets, and delivering agreed outcomes and improvements for the business. Additionally I undertook contact centre consultancy work on behalf of SITEL for in house contact centres. Key Achievements: • Project managed the creation of a 230-seat temporary contact centre site in Sydney included management of all contractors, budget control, selecting the design and fit out of the site, security of the site and ensuring all OH & S standards were met. • Project managed the establishment of 100 new permanent contact centre seats at SITEL’s Oxford Street site and assisted in the closure of a remote site in North Sydney. My responsibilities included fit out of the new site, capacity planning for the new site, transition of business from the closed site, creation of 10 new offices for management and support staff and establishing additional seats on the outbound dialler. • Undertook a contact centre consultancy project for a leading Australian ISP. This included a full review of their in house contact centre operations including all business processes, management structure, IT and telecommunications solutions, operational reporting, contact centre layout, and Human Resources policies. We implemented a number of recommendations and operational improvements that increased sales, lowered average call handling time, and improved senior managements understanding of contact centre operations.