Position Held: Head Customer Operations Manager

Industry: BPO

Name Of Employer: Group of Companies - Infinitec & Cook4Life

P eriod Of Employment: Jul 2014 – Jan 2017

Reference: Renso (COO) (+27) 83 283 0517

General Operations:

• Direct marketing and network sales.

• Customer Retentions Management.

• Developing objectives and managing day to day call centre operations for South-Africa and Africa.

• All resource planning to maximize productivity and to ensure customer service effectiveness by measuring customer satisfaction daily.

• Communicating directly to the CEO, COO and COM.

• Managing in- and outbound call systems, quality assurance, reception staff, branch staff and switchboard staff.

• Writing of scripts and sales pitches.

• Staff mentoring, coaching and training.

• Managing daily/weekly/monthly campaigns.

• Documenting all procedures and processes and escalate areas of improvements.

• NAEDO collections and account holder verification.

• Social media correspondence and complaints resolution.

• PASA risk management.

• Ombudsman and fraud investigation resolution.

• Walk-in customer escalations and resolution.

• Credit, debit notes and reconciliations.

• Dissolving of compliance issues.

Call Centre Technical Operations:

• CRM development team member.

• System maintenance and report building.

• IVR setup and recordings with celebrity ambassadors.

• Bulk SMS communications.

• Call queue setup and management.

• Queue metrics and telviva management.

• Telephony setup.

Call Centre Staff Management:

• Staff recruitment, interviews and appointments.

• Product training and knowledge evaluations.

• Disciplinary processes and hearings.

• Performance management and KPI’s.

• Ensuring that the department is equipped to handle the work load.

• Coaching and training, CANI – continues and never-ending improvement.

• Quality assurance and SLA management.

• Ensuring staff compliance to company policies and procedures.

Call Centre Segmentation: Contact initiation team, Payments team, Delivery and Logistics team, Retentions team, Customer service team, Sales team, QA team, Night Shift team.

Reports:

100 x Call Centre staff.

16 x Branch staff.

150+ Sales representatives.

Reason for leaving: Relocated