Commercial Director and Head of Operations

• May 2022 - Present

B2B Lead generation B2B Lead generation

Business Unit Manager / Senior Operations Manager

• Dec 2015 - May 2022

Currently the Key Individual for the group. I have 10 direct reports which includes 4 Operations managers, 1 HR Personnel, 1 QA Manager, 1 Verifications manager, 1 Campaign Manager and 2 Admin assistants. The branch has in total around 600 Contact centre agents which includes inbound and outbound agents. Manage and lead the Business Process Outsourcing (BPO) / Contact Centre solutions and provide direction to the Department, formulating and implementing clear and effective strategic, commercial, operational and business plans which drive sustainable value and growth. Ensures the Department is efficient, effective, quality conscious and profitable and drives collaboration with other BPS Departments and with other Altron organisations. Show less

Senior Sales Manager

• Feb 2006 - Feb 2015

Extensive Call Centre Manager experience with a successful track record in outbound call centre management, operations and direct sales; Managing and exceeding targets of various campaigns within the unit such as Cellular, Retail and Financial products Successfully managing and delivering profit within a revenue generating Call Centre; Setting sales strategies and managing costs within an approved budget; Ensuring processes and practices are implemented to build capability to meet all sales and legal compliance targets on the sales floor; Drive and develop call centre operations by functioning at a strategic and tactical level. Influence and drive the development of a divisional business strategy. Aligning functional strategy to business strategy through successful interaction between the call centre operations and business management; Proven leadership and the ability to inspire, motivate and lead a Business Function, Managers and staff; Training, developing and ensuring performance and wellness of staff at all levels; Delegating and allocating task responsibility to appropriate staff to maximise efficiency Successfully managing and implementing performance management processes, setting goals and reviewing performance on an ongoing basis; Expert understanding of HCM functions and constantly managing most Human Resource disciplines in the department such as leave, absenteeism, performance, behavioural, hearings, grievances, recruitment and talent management; Managing and achieving high levels of quality assurance and customer retention within the business unit; Excellent understanding of the predictive dialler system and its effective management thereof; Developing and managing inter-departmental SLA’s; Excellent understanding of Finance and Business Management; Show less

External sales consultant

• Jan 2003 - Feb 2006