Experience

Blue Label Telecoms

• Telecommunications
• 500 - 600 Employee

• Bussines systems manager

  • Apr 2005 - Present

• Technical Operations - Team Leader

  • Apr 2005 - Present

• Technical Support Analyst

  • Apr 2005 - Present

  Perform operations, configuration and maintenance on production systems Track, manage and report on incidents Conduct SQL scripting and DB maintenance Identify enhancements to improve supportability, operability or performance of systems Ensure SLAs are met for external and internal clients Maintain the internal servers and perform day-to-day IT admin tasks Provide after-hours support according to a standby schedule

• contact center supervisor

  • Apr 2005 - 2020

  • Controlling/managing departmental budgets.• Performance management according to Service Level Agreements.• Strategic planning and implementation of policies and procedures.• Monthly goal setting with the client covering performance, quality and development.• Link between IT, HR, Training and operations on an ongoing basis.• Project and team results managed within agreed contractual budgets.• Ensure that productivity and quality levels are met and monitored.• Identify, plan and implement opportunities in order to retain and grow business.• Effective management of all project resources and continuous reviews of ways to increase efficiency and reduce costs. • Identify, plan and implement account development opportunities, in order to retain and grow business profitability.• Ensuring that all internal and external client expectations are effectively managed through regular communication and project documentation as required.• Weekly and monthly target setting with, Supervisors and consultant specialists. • Establish and manage the performance goals of the Call Centre to align with the Clients Business Objectives.• Ensuring processes for customer call forecasting, analysis, and workforce planning and rostering tools in order to achieve target Service Levels.• Provide support/updates for sales campaigns/activities, procedural changes, management directives etc.• Develop, implement and drive action plans to improve quality and efficiency.• Monitor SLA and Productivity.• Responsible for Service deliver and Service level achievement within the Client Contact Centre.• Responsible for First Call resolution.• Weekly site calibration calls adhering to international performance and expectations.• Constant communication with QA focusing on best practice• Daily and weekly reporting on agents and QA performance.• Developing and implementing of training manuals.• Creating of staff rosters. • Training and process implementation of CRM dynamics. Show less