Johannesburg Metropolitan Area
A dynamic senior manager with extensive operations and Workforce management experience within the Call centre /BPO industry. A competent strategist capable of developing innovative plans and activities designed to facilitate competitive growth and competitive superiority. Possesses excellent interpersonal, communication and negotiation skills, the ability to influence decisions and to develop positive relationships both internally and externally. Enjoys being part of, as well as managing, motivating, training and developing, a successful and productive team and thrives in highly pressurised and challenging working environments.
Nationally managing WFM strategies in a recoveries environment, inclusive of setting up a WFM team nationally. Workforce Management (WFM) is the art of having the right number of skilled people, and supporting resources, in the right place at the right time to meet the desired service levels for an accurately forecasted workload, by carefully balancing the demands of business activities, staff requirements and making sure of efficient and effective staffing levels. Reducing the wastage saves the business revenue and also creates an ideal strategy to optimise the use of the dialler.
1. Management 2. Leadership 3. Customer analytics 4. Training 5. Client contract management from a WFM perspective (staffing, assisting in financial costing). 6. Linking WFM to profit and loss (PnL), strategies to drive cost and efficiencies. 7. Recruitment planning, long term & short term. Attrition planning and management of skills. 8. Seat utilization and capacity planning. 9. MI 10. Delivering direction based on dept strategy, focusing on best practises and cost saving. 11. Leading, coaching, recruiting, staff retention, development, performance management, empowerment etc. in order to achieve organisational goals and objectives. 12. Project management.
•Cultivates existing business relationships by managing the customer experience; contacting the customer proactively; ensuring customer satisfaction is met; positioning oneself as a key member in the client setting; utilizing negotiation skills and strategic relationship building; demonstrating a comprehensive understanding of contract vehicles; promoting a customer service focus within the team; maintaining relationships with new and existing contacts within an account; expanding relationships with clients and external partners; and developing, maintaining, and leveraging strong existing relationships. •Establishes successful business relationships by seeking new business influencers within assigned territory; targeting line of business leadership to identify business challenges; fully understanding the customer’s decision-making process; collaborating with vendors/partners to identify opportunity for new business; building adaptive relationships; maintaining a strong ability to teach the customer; tailoring conversations to their areas of interest; providing superior customer service; having a strong ability to control the conversation; and getting the client to commit to take action •Researches accounts business drivers by understanding telecommunications; retaining knowledge of the sales industry; collaborating with specialists in support services; identifying critical factors aligned to the specific account; driving new business within the account; developing knowledge on competitors; navigates a complex set of tools and support structures •Resolves problems/issues within accounts by methodically identifying customer issues/pains; being a primary point of contact; utilizing expertise in development of solutions; collaborating with internal resources; engaging the proper resources; and communicating the customer’s report issue to the account team.
I Plan for ABSA card, general enquiries lines