Experience

• Overall management of the Call Centre Reviewing and setting KPI’s (targets) Reduction of customer churn rate Improvement of customer conversion rates Improvement of service provision quality Improvements to client experience Identification of bottlenecks and effective ways to streamline processes Efficiency of customer services quality and quantity Continuous coaching and mentoring of Territory managers Call Centre Administration Business processes, methodologies, systems, standards, policies and procedures: Implement and monitor systems, processes and SOP’s. Show less



• Reviewing and setting KPI’s (targets) High-level queries/Escalations/Customer Satisfaction Assisting with decision making and general ideas to increase productivity Monitoring and extracting daily/weekly/monthly call centre statistics Managing a team of 15 - 30 inbound/outbound call center agents (Quality, Productivity, Time-keeping, Attendance, Motivation, Coaching and Performance Management). Coaching/mentoring/developing 2IC’s and agents Monthly Call Centre Incentive calculations for the entire department (both Customer Services and New Business) Completing all Call Centre Management reports in the Call Centre Managers absence Various business initiation requests to optimize available resources resulting in increased productivity Monitoring and reporting on the application flow and through USSD, fax, internet and via our inbound call centre Performance management and development: Ensure that all agents have measurable performance objectives and understand how their performance is viewed and rewarded. Interpretation and calibration of QA results within CC Call Centre Administration: Timeous and accurate sign off of timesheets and related payroll documentation Workforce Optimization Administration Timeous performance reviews Show less



• Reviewing and setting KPI’s (targets) High-level queries/Escalations/Customer Satisfaction Assisting with decision making and general ideas to increase productivity Monitoring and extracting daily/weekly/monthly call centre statistics Managing a team of 15 inbound/outbound/collections call center agents (Quality, Productivity, Time-keeping, Attendance, Motivation, Coaching and Performance Management). Coaching/mentoring/developing 2IC’s and agents