Contact Centre Manager
Send a job offer directly to this candidate
All my achievements have been realized due to a progressive mind-set. I realize that Challenges are but the Beginning of Success. I also realize that being dynamic and flexible is the only way in an ever-changing environment. I thrive on challenges of change. My Long term employment history will attest to my attitudes, achievements and Loyalty. These are the Traits that I will bring to the Organization.
Change management to customer and department SLA and SOPS
Complete disciplinary sanctions identified with Team Leads and staff and engage with Human Capital where required.
Drive and deliver internal targets received from senior Management.
Drive customer metrics to internal customer SLA's
Drive skills development to sustain and grow business and customer's needs.
Engage with inter-departments to drive operational strategy.
Ensure internal SLA, SOPs and customer SLA, SOPs are according to ISO standards.
Implementation of SOP's according to customer SLA's
Liaise, manage, and implement software requirements with product development, IT Management, and operations team.
Management and mentoring of Team Leaders and staff.
Design and implement customer service strategy.
Drive customer metrics according to internal customer SLA's
Engage and schedule customer meetings.
Engage with existing customers to ensure existing needs are sufficient and identify new needs.
Engage with KAM's to highlight and discuss any customer requirements,
disputes, and escalations.
Maintain quality services by enforcing quality information and customer standards.
Manage complaints and escalations.
Complete daily, weekly, and monthly Management reports.
Develop Business intelligence reports according to customer needs.
Engage with internal and external stakeholders and present business intelligence reports.
Identify and highlight risks within business intelligence reports.
Provide business intelligence reports to internal and external stakeholders.
Provide insights-based Business intelligence reports and highlight possible SOP and SLA changes.
Intercept and engage with existing and new customers and drive revenue growth.
Provide insights to internal and external stakeholders to achieve revenue growth relating to current division.
Attending new business meetings within the group.
Participate and drive projects associated with internal and external development
2021 – Current
2012 - 2014
CompTIA N+ 2012 N10-005
PC Training & Business College (National Diploma)
2003
