Lachlan Murray
Senior Call Center Supervisor | Contact Centre Operations & Team Leadership
Brisbane
Professional Summary
Senior Call Center Supervisor with a strong track record of directing multi-channel contact centre teams across high-volume service environments. Experienced in coaching frontline leaders, optimising real-time queue management, and improving first-contact resolution while maintaining strict quality and compliance standards.
Professional Experience
Moreton Bay Support Solutions
Brisbane, QLD
Operations Supervisor
Apr 2020 – Present
- Lead daily floor operations for 4 team leaders and 55 frontline agents delivering inbound customer service and tier-2 escalation handling.
- Redesigned real-time queue allocation workflows within Genesys Cloud, shortening average handle time by 38 seconds while sustaining 92% schedule adherence.
- Instituted structured weekly coaching sessions targeting active listening and dispute resolution, lifting first-contact resolution rates from 74% to 83%.
- Collaborate with workforce planning teams to forecast interval staffing requirements across high-volume seasonal enquiry periods.
Solstice Telecommunications Services
Brisbane, QLD
Contact Centre Team Leader
Aug 2015 – Mar 2020
- Supervised a team of 18 customer service representatives providing technical and account support across phone and live chat channels.
- Organised monthly quality calibration forums to benchmark scoring criteria against national consumer service compliance standards.
- Mentored 6 agents into senior technical specialist and acting team leader roles over a three-year period.
- Reduced departmental agent turnover by 14% through structured onboarding check-ins and practical peer mentoring.
Rivergate Financial Care
Brisbane, QLD
Escalations Specialist & Shift Lead
Feb 2011 – July 2015
- Resolved escalated customer complaints referred from executive offices, ensuring adherence to internal service standards and external regulatory deadlines.
- Supervised weekend operational shifts of 12 agents, coordinating urgent incident notifications and queue management.
- Created concise troubleshooting reference guides that reduced repeat transfer volumes on complex billing queries.
Education & Training
TAFE Queensland
Diploma of Leadership and Management · Leadership and Management · Brisbane, QLD · Completed · Feb 2010 – Nov 2011
Completed comprehensive vocational coursework covering operational planning, frontline team leadership, customer service strategy, and continuous improvement frameworks.
Key Projects
Omnichannel Contact Platform Rollout
Jan 2022 – Sept 2022
- Supervised the transition of 55 floor agents to an integrated omnichannel platform, coordinating user acceptance testing and real-time floor support.
- Developed standard operating procedure manuals and delivered practical training on new ticketing queues, sustaining SLA commitments throughout the launch.
Core Competencies
Workforce Management (WFM)
Real-Time Queue Management
Quality Assurance Frameworks
Team Coaching & Mentoring
Customer Escalation Resolution
Genesys Cloud
NICE inContact
Root Cause Analysis
Performance Metric Tracking (CSAT/FCR/AHT)
Standard Operating Procedures (SOP)
Languages
English
C2
Certifications
Certified Contact Centre Supervisor
Customer Contact Association · May 2018
Community Involvement
Brisbane Youth Employment Pathways
Brisbane, QLD · Mar 2021 – Nov 2024
- Volunteer Interview Coach
- Conducted mock interview sessions and practical communication workshops for young adults preparing for entry-level customer service roles.