Our People
Roz Cracknell
Roz Cracknell has worked in the New Zealand contact centre industry in a range of roles for over 20 years.
She has managed large scale (100+ agents) Contact Centres at CLEAR Communications and at Westpac, and was seconded to National Contact Centre Manager for the three Westpac Contact Centres. The high performance of these centres culminated in them winning a number of industry awards.
Roz has been a Senior Consultant at absol since the company was established where she has completed many contact centre reviews and practices update programs. Her specialities are workforce planning, building contact centre staffing models and customer experience quality practices.
Roz is an experienced workshop facilitator, mentor and Team Leader coach. She has also undertaken contract contact centre management roles and assisted in recruiting of key contact centre personnel.
She has managed large scale (100+ agents) Contact Centres at CLEAR Communications and at Westpac, and was seconded to National Contact Centre Manager for the three Westpac Contact Centres. The high performance of these centres culminated in them winning a number of industry awards.
Roz has been a Senior Consultant at absol since the company was established where she has completed many contact centre reviews and practices update programs. Her specialities are workforce planning, building contact centre staffing models and customer experience quality practices.
Roz is an experienced workshop facilitator, mentor and Team Leader coach. She has also undertaken contract contact centre management roles and assisted in recruiting of key contact centre personnel.
Contact Centre Management
Contact Centres – review and update
Implementation of Workforce Management and Customer Interaction Quality practices
Workforce management (WFM) practices including:
Clients include: Westpac, ANZ, Vodafone, BOC gases, The Quit Group, OSPRI, Fonterra.
Contact Centre Leadership Mentoring
IT Help Desk Practices
Telephony-change business support
- Leadership and management of large scale multi-site customer contact centres
- Design and implementation of updated role accountabilities and performance measures
- Contact centre staff selection at all levels
Contact Centres – review and update
- Contact Centre, Service Centre and IT Help Desk best practice reviews
- Customer Interaction Channel Strategies and contact centre practices programs
- Major behavioural change programs for contact centre leadership teams
Implementation of Workforce Management and Customer Interaction Quality practices
Workforce management (WFM) practices including:
- multi-channel workload forecasting – analysis of volumes and patterns
- creation of staffing models and establishing staff shrinkage factors
- staff roster design and intra-day queue management practices for 24/7 operations
Clients include: Westpac, ANZ, Vodafone, BOC gases, The Quit Group, OSPRI, Fonterra.
Contact Centre Leadership Mentoring
- Developing leadership skills and consistent practices for Managers and Team Leaders
- Coaching tools framework and templates to identify/close skill gaps and manage performance
- Mentoring support for contact centre managers - small, medium and large scale
- Mentoring and calibration support for team leaders, often in a multi-site context
IT Help Desk Practices
- Customer Interaction Practices update program including organisational restructure.
- Contract IT Help Desk Manager for 4 month period including selection of new Manager.
Telephony-change business support
- Business-telephony strategy and requirements facilitation
- Call flow and message scripting design, phone practices development, user training, workload reporting and user testing design and execution
