Experience

• 

  Cash Connect South Africa

  • Gauteng, South Africa

  • Contact Center Manager

    • Dec 2018 - Present
    • Gauteng, South Africa

    • Conduct effective resource planning to maximize the productivity of resources (People, technology etc.)• Collect and analyze Contact Centre statistics (costs, customer service metrics etc.)• Assume responsibility of budgeting and tracking expenses• Hire, coach and provide training to personnel to maintain high customer service standards• Monitor and improve operational procedures• Evaluate performance with key metrics (accuracy, call-waiting time etc.)• Prepare reports for different departments or senior management• Focussing on improving first call resolution on technical issues, financial, settlement, recons, refunds, reversals, comms and unbanked incidents.• Migrated the outbound call centre into the business.• Onboarded 2 additional contact centres focussing on Card services and VAS. • Working closely with 3rd parties like Bluelabel, ABSA, Merchantile, SBSA,Nedbank• Cross-skilling Cash and Card team to be able to assist clients no matter which number they call.• Analised VAS stats and motivated for additional headcount due to operational requirements.

• 

  Internet Solutions

  • Call Center Manager

    • Nov 2015 - Nov 2018

    • Manage two Client Services 24/7 teams A carrier team and a junior technical team.• Shift scheduling, capacity planning and leave management• Identify training gaps and schedule training, • Performance measurement on a regional, team and individual basis• Staff retention by recognition, promotion, and performance-based increases and reward vouchers or time off.• Managing overtime and ensuring engineers claim for what they worked and not what they scheduled for.• Ensuring SLAs are met and identifying root cause when it is not met• QA – making sure calls are actioned timely, closed off timely and that clients receive feedback.Ensuring SRs stopped in the correct status and that root cause is completed when calls are closed.• Service Improvement - Analysing client complaints by looking at data, process gaps and doing service improvement plans for the clients as well as executing or implementing solutions for them • Reviewing process, procedures, and implement ways to improve or streamline it to enhance operations by looking at power outages, client unavailability and vendor support or gaps.•ed calls• Daily / weekly and monthly reporting on service request SLA including MTTRespond, MTTResolve.• Regular updates to Client services Exec on status of projects• Emergency Storeroom – keeping routers on hand for emergencies, finalising, and communicating the process.• Cisco Grid – integration between Service Now and Siebel• Partner Desk – starting a desk that will be responsible for first line troubleshooting and call resolution. Interviewing, appointing, training, doing continuous gap analyses and upskilling the team to a point where they are technical. • Analysing where majority of their time is spending and how we can completely eliminate wasting time and be more proactive. Looking at BI reporting requirements that will add value.• CS Training • 1Stream migration – migrating the current phone platform to the latest one 1Stream has to offer.

  • Manager – Shift Supervisors and Major Incidents

    • Sep 2009 - Nov 2015

    • Manage, direct and assist the work of all engineers and agents – specifically my own team• Manage and resolve escalations, including follow up and ensuring Customer gets regular feedback• Give monthly reports on the number of escalations taken by GSC management• Drive ISO 20K achievement – specifically focusing on Incident management and service request fulfillment• Major Incident manager role – run with Major Incident, follow up with vendors and engineers and escalate to next level.• Ensure that Processes and Procedures are adhered to and that all Escalation contact information is kept up to date.• MIM – Compile RFO reports and attend Sev0 meetings to discuss outages and the way forward.• MIM Reporting – compile Monthly reports on the number of MI experienced, as well as who was responsible for these outages. (Telkom, Power etc.)• Management of team budget and ensuring my team performs under budget• Customer Care - Focus on Feedback, ownership and communication.• Compile team shift roster and ensure enough Supervisors on duty to attend to the work.General Contribution:• Assist in achieving 90% Customer Satisfaction Rating – and focus on improvement areas• Develop and train staff – Internal and External training• KPI Reviews and personal development plans – do motivations for annual increases and bonuses based on individual and team performance.• Do skill analysis based on assessments written and advise staff on development areas for the next 3 months.• Assist and advise staff on leave to be taken – Leave liability• Liaise between HR and staff on Provident fund, medical aid etc. queries.• Motivate staff• Assist IS to maintain a level of churn under the churn budget.• Monthly reporting – budgetsGeneral Management Contribution:• Employee satisfaction and retention – Assist IS to achieve employee satisfaction as specified by Exco• Employment equity – Assist IS to achieve employment equity as specified by IS Exco

  • Team Leader – Shift Supervisors and Network Support

    • May 2008 - Sep 2009

    • Monthly and Daily Reporting - number of Incidents logged per team within the GSC (Networks, Systems, Troubleshooting, etc.)• number of Incidents open per team, when last they were updated, how long they’ve been open and why it’s taking so long to resolve.• Total number of calls handled by the GSC per month – up to 40 000• Work closely with the process and procedure analyst and formulise steps to knowledge transfer on new products to the teams• Assist when Sev0 escalations come through. Make sure it gets attention and resolved.• Sit in on Sev0 meetings to determine what went wrong, why and how we can improve.• Make sure Notifications go out to the clients when there are Network failures, they are updated and send out again when resolved.• Work closely with Service Managers• Take escalations via phone / mailPeople management:• Manage the team’s time keeping and roster • Facilitate problem solving and collaboration • Encourage constant improvement • Conduct one on one meetings with staff monthly and do Monthly performance reviews • Be the go to person and take ownership • Manage trend escalations • Assist with recruitment • Schedule staff training and look at development• Communication and being a focal point of dissemination of information from management to team and vice versa. • Supervising the GSC, adherence to schedule • Ownership of Problem resolution • Communication: Address all irregularities within the team.

  • Call Tracker (Networks, Systems and T/shooting)

    • Mar 2007 - May 2008

    • Ensure calls (SRs) are updated regularly as agreed with Management• To provide high level support to external and internal staff• Ensure calls are resolved within 2 weeks (MTTR)• Ensure calls are assigned to engineers (Siebel Q Monitoring)• Ensure work is distributed evenly• Ensure customers get regular feedback (telephonically)• Do Stats for the relevant teams, how many calls open and how many calls closed for the month (Siebel Reporting and Siebel Stats)• Assign escalations to engineers and ensure they prioritise that (Updating AM / SM)• Deal with escalations (Mail and Phone)• Do Team rosters for the T/shooters and Networks Team• Arrange training for the relevant teams• Get input from staff members and see how to accommodate everyone.• Assist Team Manager with managing the Teams (Ensure enough engineers on duty)• Interviewing potential candidates for the T/shooting team and giving my recommendations as well as assisting with technical assessments• Assist with management administration duties and overflow• Still assist with some calls if the t/shooters are short staffed• Ensure processes and procedures are followed and give input in procedures that affect my teams• Arranging Desktops, telephones, and network points for the newbies.• Introduce them to the teams and try to make them feel at home.

  • Customer Support Engineer

    • Nov 2006 - Feb 2007

• 

  South African Post Office

  • Pretoria

  • Network Operator (Management and Installations)

    • Dec 1996 - Mar 2007
    • Pretoria

    Network installation, support and management of the PO network.IP and DHCP administrator.Worked on projects including Network Refresh and MPLS network rollout.