Experience

Chase Response

• United Kingdom
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Claims Team Manager

  • Dec 2007 - Present

  • Manages a team or a first-line team leader who, in turn, supervise day-to-day operations for a team of consultants performing customer care or sales functions for our clients. • Deliver according to the client SLAs, i.e. achieve optimum quality service; answer calls within agreed time etc. • Create, live and promote a Contact Centre of the highest quality where results, coaching, nurturing, development, customer delight are the buzzwords • Pay particular attention to leave and absenteeism • Highlight issues and opportunities and make recommendations that may best boost productivity, results and motivation • Ensure that all communication is done in a professional manner • Motivate, support and guide team leaders with the emphasis of breeding a culture of service excellence • Identify to the Operations Manager, specific team leader development requirements • Ensure that the team leaders participate in ongoing development facilitated by the • Learning and Development department • Ensure monthly agent level communication in a formalized environment • Ensure that you listen to no less than 20 calls per month • Foster an exceptional understanding of the clients business and the contact centre’s fit with the business • Compile accurate, relevant and professional reports as per specific or adhoc requirements • Ensure reports are delivered within the required deadline • Always strive to exceed client expectations • Plan for times of increase and reduced activity and ensure resource optimisation • Adherence to all Chase policies and procedures • Ensure that good people are retained, rewarded and developed and non-performers are managed out • Formal documented PEP sessions with all direct reports • Ability to lead and manage multiple campaigns effectively and efficiently Show less



JHB

• Rand Mercant Bank

  • Jan 2007 - Oct 2007

  General Office Admin

• FEDBOUND

  • Jan 2006 - Dec 2006

  Customer Liaison Officer