Durban Metropolitan Area
I joined the International Contact Centre Industry in 2013, and have had many wonderful opportunities for further self-development. I have traveled and worked amongst our international partners,building capability and learning best practices to incorporate within our South African business. I am now and experienced Contact Centre Manager and People Leader, with a solid foundation in the BPO Industry that I am always looking to build upon through new experiences.
Key Objective: I hold a multifaceted role that involves leadership, strategic planning, performance management, and process optimization. My efforts contribute directly to delivering exceptional customer experiences and driving the success of the call center. Managing the Auto Vehicle Finance CS Call Centre of an American Bank with circa 300 - 350 employees under my care. Key Responsibilities Include: Daily tactical client interactions – Managing client experience and expectations. -Address escalated client issues and complex situations, finding solutions that satisfy both client and business goals. Produce and deliver weekly/monthly and quarterly business reviews. Collaborate with other departments such as IT, HR, Finance, QA and WFM to ensure seamless communication and alignment of goals. Communicate with upper management to provide updates on call center performance, challenges, and opportunities. Assist in developing and managing the call center’s budget, including staffing, technology, training, and operational expenses. -Maintain budget and manage to PNL - Sign off and agree payroll across the site (operational and support teams) - Monitor spending to ensure adherence to the budget. Stay updated on industry trends, best practices, and emerging technologies in the call center and customer service field. Establish and implement short- and long-range organizational goals, objectives, strategic plans, policies, and operating procedures - monitors and evaluates programmatic and operational effectiveness, and effects changes required for improvement. Agree and sign off scheduling / forecasts/ site capacity plans to deliver against client requirements, make suggestions and initiate operational changes where necessary. Oversee and manage a team of Operation Managers, team leads, subject matter experts and agents. Develop and implement operational strategies and align with Operational managers to ensure achievement of the call centers objectives.
Key Role Objective: Responsible for managing the South African site, contact center operations for one of the leading telecommunications providers in Latin America, managing a department ranging from circa. 55 - 60 employees Key Responsibilities Included: Responsible for and overlook all support departments (training, WFM, MI, Finance, QA) ensuring they are coordinated and have the right routines in place. Establish and implement short- and long-range organizational goals, objectives, strategic plans, policies, and operating procedures - monitors and evaluates programmatic and operational effectiveness, and effects changes required for improvement. Maintain budget and manage to PNL - Sign off and agree payroll across the site (operational and support teams)/ Client invoicing against contractual obligations. Identify hiring needs, devise a recruitment plan, and recruit talent. Implementation and control management of change processes. Performance management activity – weekly 121`s for all operational and support leaders/ SME`s – Career and Succession Planning. Cultivate and maintain a Positive Ethos - Observations of pre/ post shift huddles/ team meetings, with support on delivery through live coaching using best practice methods, skip level sessions, Agent and TL forums. Audits of TL / QA // Trainer routines – not limited to live listening, calibration sessions and call interactions. Understand gaps to align expectations on KPI`s & targets. Client Management – production of and delivery of weekly/monthly and quarterly business reviews. Daily performance call reviews discussing SLA`s and performance to expected delivery – co – ordination of planning and remodel work for any abnormal activity impacting call delivery (shift slides, overtime). Agree and sign off scheduling / forecasts/ site capacity plans to deliver against client requirements, make suggestions and initiate operational changes where necessary.
Key Role Objective : Coach teams and leaders in an experienced advisor capacity to scale business agility practices within their product line. Supporting circa 7 Personal Lines Insurance Claims Teams Key Responsibilities Included: Identifies knowledge and skills gaps within Product Operations team through performance trend analysis. Plans, designs and conducts coaching interventions that closes the gaps. - Increases the skill levels of staff through targeted coaching interventions. Develops models to assess competency and knowledge. Maintains accurate and complete coaching and assessment records. Provides timely and regular feedback to management and team leaders on coaching, trends and training needs. Oversees the competency of new recruits during the soft-landing phase. Assists and supports various client servicing channels with specialist product knowledge on complex cases. Monitors exception reports with the aim of pro-actively identifying potential cases for investigation and correction. Proactively monitors query drivers and investigates opportunities to improve processes, the product or the APP to reduce or alienate such queries in the future. Ensures awareness and knowledge of new systems functionality, processes, products are embedded within the team and documented. Conducts systems user acceptance testing for new enhancements or products being introduced. Provides subject matter expertise into the design of operational processes and the documentation thereof. Provides input into process enhancements and root cause analysis of exceptions. Bringing relevant issues to the attention of the functional head of the area and supporting on initiatives for remediation. Provide input and sign-off on training scenarios and content. Providing a high level of customer service to both internal and external clients. Completing several reporting reports to internal management and stakeholders.
Key Role Objective: Manage a component of the Contact Centre Operation of circa 150 employees for one of the United States leading ultra low cost carriers - Spirit Airlines Key Responsibilities Included: Responsible for managing a component of the contact center operations for one of the United States leading ultra-low-cost carriers, managing a team ranging from Approx. 100 – 150 FTE Responsible for leading and managing the launch of a satellite site in Kenya – Approx. 40 FTE to start which then grew due to the success of the program. Running the Nesting (Post Training) Program for all new starters to ensure their success within the role and increase speed to competency while working in the practice environment. Reporting internally and externally to stakeholders and clients - Managing contractual obligations agreed with Partners. Work closely with recruitment team to ensure recruitment, selection and onboarding process is managed effectively. Work collaboratively with stakeholders and senior business leaders to proactively identify areas of service improvement and implement plans to resolve critical issues that affect business delivery. Quality Assurance – Ensure Guest Satisfaction is met, and Policy and Procedures are adhered to through following through on Operating Routines Team Manager Development – Building business acumen through developmental sessions on leadership and 121 PD Plans Attrition and Retention Management through Engagement, Creating an Inclusive Work Culture and PD Working together with the WFM Team to ensure staffing is aligned with current business needs and planning forecasted staffing projected for businesses future needs
Key Role Objective: Overseeing the claims division for a growing insurer, managing Aprox. 80 employees across a 24/7 Operation with both a Telephony and Administrative function. Key Responsibilities Included: Running the Nesting (Post Training) Program for all new starters to ensure their success within the role and increase speed to competency while working in the practice environment. Reporting internally and externally to stakeholders and clients – Managing contractual obligations agreed with Partner. Implementing and enabling cost effective processes and procedure to ensure business continuity and growth – Combining the Lodge/Manage function. Managing internal Learning and Development to ensure workforce capabilities, skills and competencies are aligned with the most current claims operating processes and procedure. Quality assurance – Ensuring the average claims cost is kept to a min based on trending expense to balance PNL and increase profitability of insurer. Intuitive use of historical trends to ensure SLA’s are met.
Responsible for managing a team who process and finalise Property Claims. We liase with multiple service providers including but not limited to builders, engineers ,property assessors as well as content suppliers in order to effectively manage each claim. I empower my team through coaching in order to develop their technical capability not only ensure correct decision making, which is key in a role such as this but also a good customer journey.