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Michael Morris

Michael Morris

Followers of Michael Morris216 followers
location of Michael MorrisMelbourne, Victoria, Australia

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  • Timeline

  • About me

    Leader - Call Centre at Communcation Direct

  • Education

    • Wyong High School

      -

    • University of Melbourne

      1996 - 1998
      Diploma Of Training & Development Adukt Learning

  • Experience

    • ANZ

      Jan 1988 - Oct 1998

      • Senior Learning Development Consultant

        Mar 1996 - Oct 1998

      • Training Consultant

        Apr 1990 - Mar 1996

      • Retail Branch Manager

        Jan 1988 - Apr 1990

    • Drake International

      Sept 1999 - Jun 2002
      Training Manager

    • Simon Richards Group

      Jun 2002 - Apr 2003
      Training Manager

      Work in partnership with Account Managers and external clients to deliver upskilling & training on projects and campaigns.Undertake recruitment activities.

    • ACT Training/ Kangan Batman TAFE

      Apr 2003 - Feb 2004
      Training & Workplace Assessor

      Facilitate Training and conduct workplace assessment against competencies for staff completing the Cert 2, 3 & 4 in Contacy Centres

    • Link:Q - Link Communications

      Feb 2004 - Jan 2007
      Professional Development Consultant

      Working in partnership as the CPDC the main focus pertained in identifying & implementation of skill development employees accross all business units throughout AustraliaImplementation of company iniatives when required and assizt with HR generalist duties.

    • Link:Q - Quantum Multi Media Communications

      Jan 2007 - Apr 2010
      Human Resources Manager

      Manage the HR function covering generalist HR duties nationally accross Australia.Provide HR assistance accross the business divisions focussing on the Contact Center network of 300 staff.Manage the Learning & Development team within Auatralia & Indonesia - 5 pax

    • Link:Q

      Mar 2010 - Nov 2011
      Quality Development Manager - QMC Jakarta Indonesia

      Working with the Contact Center Management team to ensure Jakarta based team 100 seat Center is operating at expected levels of Service.Iniciate & deliver upskilling plans end to end.Process review and evaluate outcomes.Assist with staff recruitment, Training & Coaching.

    • PGi

      Jan 2012 - Nov 2016
      Regional Manager - Customer Service Asia Pacific

      Leading a Contact CenterTeam of 30 pax including 3 Team Leads - mutli language 1st level Customer Support Ďivison accross the APAC Region.Develop & implement initiatives to meet ASA/SLA's accross all customer base.Reporting key stakeholders on the Center's Performance & targets against KPI's.Applications used - Zendesk & Aspect.Decision maker regarding cost effective Scheduling resoucing to cover 24 by 7 support.Recruitment & Assessment of candidates.Manage all HR needs within the team. Training, Skill Development & Coaching , Performqnce Management of team members - both process & soft skills development.Quality Assurance of team with monthly/yearly performance reviews measured against set benchmarks.Process review & respond to RFP pertaining to Client Support initiatives.Involvement as a Key Stakeholder in both Regional & Global Service enhancements/iniatives. Show less

    • DVG Automotive Group

      Apr 2017 - Aug 2017
      Call Center Manager

      Lead the team and manage the daily Operations of the Call Center.

    • Smart House Fire

      Sept 2017 - Jun 2018
      Contact Centre Manager

    • Communication Direct

      Sept 2018 - Nov 2022
      Leader Call Centre

      Managing Call Centre Operation & Team Management to achieve Sales & Retention Targets

  • Licenses & Certifications

    • ITIL Certification