Steven Smith

Experience

• 

  Collection House Group

  Jan 2006 - Jan 2013

  Responsible for leading the National Inbound/Outbound overflow support division.

  • Call Centre Manager

    Jan 2009 - Jan 2013

  • Portfolio Manager

    Jan 2006 - Jan 2009
• 

  Collection House Group

  Apr 2013 - Jul 2016

  Head of Central Operations

  Contact Centre & Collections expert responsible for leading Operational & Support functions across Brisbane, Melbourne & The Philippines. My objective as Head of Central Operations was to identify areas across the Collection House Group that could effectively operate under a centralized / unified structure & to then turn this into reality for our organization and people. This was a diverse role that allowed myself to focus on improving the capabilities & efficiencies of our company’s onshore and international operations.During my time as Head of Central Operations, my team and I were successful in operating 5 centralized Operational & Support functions within the group, inclusive of a National Inbound/Outbound overflow division, our Philippine based contact center, the groups centralized Arrangement Bank management & Customer Hardship teams and our internal Campaign Management & Performance Team (who were accountable for the development, implementation and reporting of the groups customer journey collection strategies - inclusive of utilizing technology & data to improve cost to collect ratios). Show less

• 

  Stellar

  Aug 2016 - Oct 2020

  Centre Manager
• 

  PROBE Group

  Oct 2020 - Nov 2022

  Centre Manager

  ProbeCX is a leading customer experience organization, operating across the Pacific, Asia & North America, with over 17,000 staff across 5 countries.My key objective as Centre Manager is to successfully lead our Sunshine Coast region to deliver strong and sustainable performance outcomes for our people, our Federal Government client & our shareholder. I have had the privilege of leading a peak volume of 450 employees within our Sunshine Coast region, spanning across functions such as Operations, Workforce Planning, Quality Management, Learning & Development and Human Resources.Through our High Performance culture (which is underpinned by our natural desire to ‘continuously improve’ our Employee Experience & Development opportunities every day), to date, our region has been able to:• Across our Federal Governments outsourced panel, we were successfully ranked as their #1 provider 2018, 2019 & 2020. This sustained performance enabled us to establish an additional 770 Agent facility for our client in July 2020.• Achieve ongoing Employee Satisfaction levels of over 80%.• Achieve 100% of our regions promotional opportunities via ‘in-house’ appointments since 2017. This was possible through our strong focus around employee development & our leadership capability training programs.• Deliver on our regions P&L commitments annually. Show less

• 

  Auto & General Australia

  Nov 2022 - now

  Head of Sales & Service Operations