Jack Woollams

Experience

Jack Woollams

Data and Reporting Lead

Technology governance and performance reporting leader with a track record of making complex measures reliable, explainable, and useful to senior decision-makers.

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Queensland, Australia · Available for leadership conversations

2,500+
person division supported
10
analysts coordinated on a strategic review
30+ hrs
manual effort removed per week
Zero
high-scrutiny reporting errors

Professional profile

Governance-minded. Technically hands-on. Clear with leaders.

I build KPI frameworks, reporting controls, executive insights, and assurance processes across complex service environments. My work spans multi-million-record reporting pipelines, Salesforce/PACE transition measurement, contact-centre analytics, automation, Confluence documentation, and high-scrutiny executive reporting.

Career history

Experience

Jul 2023 — Present

APS6 · NCC Performance Reporting Analyst

National Disability Insurance Agency

Lead performance reporting and analytics for a national contact-centre environment, delivering KPI governance, assurance, productivity measurement, strategic contact analysis, and reporting maturity uplift.

  • Repeatedly backfilled EL1 responsibilities, leading four senior analysts, setting priorities, reviewing outputs, managing reporting risk, and maintaining delivery standards.
  • Directed a Voice of the Client review for a 2,500+ person service division, coordinating 10 analysts through 2,200 sampled contact assessments.
  • Designed productivity impact measurement across approximately 2,200 staff during a major Salesforce/PACE transition.
  • Automated core reporting workflows, removing more than 30 hours of manual effort each week while improving consistency and control.
  • Maintained zero reporting errors across high-scrutiny executive and externally reviewed outputs through disciplined validation, reconciliation, and review.

Aug 2024 — Present

Co-Founder & CFO

Watson & Woollams Capital Partners

Direct financial reporting, governance, performance review, and decision support across a multi-entity portfolio.

  • Established reporting frameworks and governance controls for profitability, cash flow, operational performance, and capital allocation.
  • Standardised performance definitions, reporting cadence, review processes, and control points across entities.
  • Reduced manual reporting effort and rework by approximately 40% through automation and clearer ownership.

Jul 2022 — Jul 2023

Senior Workforce Reporting Analyst

Probe CX

Delivered workforce, SLA, telephony, payroll, billing, and campaign reporting across contact-centre operations supporting more than 600 staff.

  • Built dashboards and recurring reporting for service levels, staffing pressure, forecasting, occupancy, shrinkage, and campaign performance.
  • Strengthened payroll and billing confidence through reconciliations, exception analysis, and data-quality controls.
  • Provided timely decision support for staffing, SLA recovery, and operational performance management.

Dec 2022 — Jan 2024

Executive Manager

Watson Carriers

Led operational, financial, and client-facing functions across a multi-state logistics business.

  • Introduced reporting and dashboards across dispatch, compliance, turnaround, service delivery, and financial performance.
  • Redesigned workflows and controls to improve service reliability and reduce coordination friction.
  • Managed client relationships and translated service commitments into clearer performance expectations.

2020 — 2022

Earlier team leadership

Probe CX · Serco

Led frontline collections, customer solutions, and public-health operations teams in high-volume, tightly controlled environments.

  • Led teams of up to 38 people across performance, quality, compliance, coaching, escalations, and service delivery.
  • Used operational data to identify performance gaps, guide coaching, and improve staff and customer outcomes.

Evidence

Selected work

01
Voice of the Client - Contact Journey and Service Friction Review De-identified review of client contact drivers, service friction, avoidable contacts, and improvement priorities across a large service division.
02
PACE Productivity Impact Measurement Methodology for measuring productivity impacts during a major Salesforce/PACE platform transition.
03
Email Inflow and Outflow Measurement Methodology Replacement of unreliable email demand reporting with a validated, repeatable performance measurement methodology.
04
KPI Governance and Reporting Assurance Framework Controls and documentation framework for defensible, high confidence KPI reporting.