Experience

VODACOM FINANCIAL SERVICES
• South Africa
• Financial Services
• 1 - 100 Employee
• Head Of Operations

  • Jan 2020 - Present


Discovery Insure

• Operations Manager

  • Sep 2016 - Jan 2020

  Manage service levels on call centre and administrationAnalyse trends relative to own areas of responsibilityEffectively manage costs to ensure area operates within set budgetForecasting headcountDisplaying business acumenEnsure effective resolution of all escalated queries and provide feedback to relevant stakeholdersDevelop, mentor and coach direct reportsCustomer ManagementStakeholder ManagementStrategic planning around customer journey and engagementContact centre operationsContact centre management Show less

• Team Manager

  • Oct 2013 - Aug 2016

  Developing strategic and operational plans to drive and leadLeading and managing a team of +- 12Coaching and developing agents through continuous one-on-one sessionsTotal performance management, monitoring and driving team targetsAttendance and leave management process and updating matrixCall evaluations for each agent weeklyEnsure that KPI are met as prescribed by the call center managerCareer developmentLiaising with the Workforce Planners to ensure effective resource planningTake disciplinary measures were necessaryIdentify training needsDeveloping and generating appropriate reporting to the businessMonitoring of risk management with the servicing teamKeeping abreast with legislative and industry changes and how this affects our business units.Analyzing and problem solving by identifying key issuesEffective decision-making by applying entrepreneurial knowledge and “out of the box” thinking and weighing up the risks involved.To report on volumes, SLAs, trends, salaries and incentives.To analyze processes and to identify areas that needs processes improved or streamlined.To align and develop SOPs for the areas managed.Attending the weekly claims forum, to provide input on possible OMBUD cases. Show less