Adam Mulcahy
Adam Mulcahy serves as the Workforce Planning Team Leader at Brisbane City Council. With an illustrious career spanning over a decade, Adam boasts extensive expertise in workforce planning across diverse sectors, including government, private enterprises, and Business Process Outsourcing (BPO) firms.
Adam’s professional journey commenced with a venture into outbound sales and telemarketing. However, recognizing his aptitude for customer service, he transitioned to a pivotal role within the Australian Taxation Office (ATO), where he adeptly applied his refined customer-centric skills in a contact centre environment. It was during this tenure that Adam’s inherent knack for scheduling emerged, kindling his passion for the intricate realm of workforce planning.
Throughout his career, Adam has been pivotal in integrating cutting-edge technologies within Customer Relationship Management (CRM) and workforce planning domains. His unwavering commitment to fostering continuous improvement and challenging conventional paradigms has been instrumental in driving organizational advancement.
Adam’s ethos revolves around embedding a customer-centric approach across all facets of his endeavours. By championing initiatives aimed at enhancing the employee experience, he endeavours to elevate the overall customer journey, firmly believing that prioritizing customer satisfaction underpins organizational success. Adam works to the maxim that everyone (including our employees) is a customer, and when the customer is at the heart of everything we do, success will surely follow.
This passion for treating everyone as a customer and wanting to continuously improve the customer experience has led Adam to joining the ACXPA QLD advisory board to give back to the community that has given him so much, and to continue to enrich the customer experience in any way he can.
In his leisure hours, Adam unwinds by embarking on off-road escapades with his cherished family, exploring this beautiful country. Additionally, he can often be found listening to podcasts and delights in the art of crafting sumptuous smoked meats.
