Senior Consultant
Tim started on the frontline at a Contact Centre in 1987, taking and making calls in both sales and services environments, then moved on to managing rosters and scheduling, workflow and workforces, quality and reporting, through to managing national contact centres with in excess of 300 staff for one of Australia’s largest companies. His contact centre experience has seen him design and implement workforce management systems from scratch, to assessing and implementing some of the leading workforce management systems available in today’s marketplace. His specialised focus is in contact centre operational efficiency and effectiveness and to date has helped many companies in the Asia Pacific region in this area.
Tim applies his psychology, coaching training and contact centre management experience to help clients overcome business challenges resulting from major changes, such as the adoption of Workforce Management. He has coached all levels of staff from agents, team leaders, supervisors and managers through to managing directors.
Coupled with his accounting and finance expertise, he has also helped clients rationalise call centre cost activity, establish new sales channels, deliver cost savings and revenue targets. He has developed staff performance reporting for individuals, teams, business units for delivery to frontline contact centre staff, field sales through to senior management across functions including contact centres, sales and marketing, product development and Human Resources departments.
His consultancy engagements have seen him carry out the environmental assessment of the call centres utilising Sagatori’s unique THEM2 Methodology, establish appropriate target environments, develop gap and cost-benefit analyses through to improvement processes implementation. Tim is experienced in many industry sectors including utilities, banking, directories, telecommunications and FMCG industries as well as international mergers and acquisitions.
Case Study Involvement:
- CLP Power
- United Overseas Bank