Lachlan Murray
Senior Call Center Supervisor | Contact Centre Operations & Team Leadership
Bayside Energy Services
Dear Hiring Team,
I am writing to express my interest in the Call Center Supervisor position at Bayside Energy Services. With a background directing multi-channel contact centre operations across high-volume customer service environments in Brisbane, I welcome the opportunity to support your frontline teams in delivering consistent resolution quality and dependable service levels.
In my current role as Operations Supervisor with Moreton Bay Support Solutions, I lead daily floor operations for 4 team leaders and 55 frontline agents handling inbound enquiries and tier-2 escalations. Through redesigning real-time queue allocation workflows within Genesys Cloud, I shortened average handle time by 38 seconds while sustaining 92% schedule adherence. In addition, I collaborate closely with workforce planning teams to forecast interval staffing requirements during peak seasonal enquiry periods, maintaining floor stability and queue coverage.
A central focus of my supervisory work is developing frontline capability through structured coaching and quality frameworks. At Moreton Bay Support Solutions, I instituted weekly coaching sessions centered on active listening and dispute resolution, lifting first-contact resolution rates from 74% to 83%. Earlier at Solstice Telecommunications Services, I conducted monthly calibration forums benchmarked against national service standards and reduced departmental agent turnover by 14% through targeted onboarding check-ins and practical peer mentoring.
I would appreciate the opportunity to discuss how my experience in real-time queue management, floor leadership, and team development can contribute to the performance standards of Bayside Energy Services. Thank you for your time and consideration.
Yours sincerely,
Lachlan Murray