I am a highly experience manager with more than 10yrs experience withing the BPO customer service space, half of those years were spent in various Leadership position.
I am a vibrant, self-motivated go getter who is reliable, organized and find pleasure in assisting people. I am a Strong yet fair leader who leads with integrity.
I am an effective communicator, a strong head individual with great customer service skills and work well in a team.
Module 1: Introduction to Operations Management Module 2: Operations Management and Decision-Making Module 3: Managing Overall Equipment Effectiveness (OEE) Module 4: Diploma in Operations Management - First Assessment Module 5: Quality Management Module 6: Supply Chain Management Module 7: Managing Lean Production Systems Module 8: Diploma in Operations Management - Second Assessment
Work & Experience
People Management Coaches the team in order to ensure quality of delivery meets the appropriate standard Measures and manages the team to ensure out-of-line situations are immediately addressed Communicates information in a timely, accurate and understood manner to all team members Ensure that all Human Resources policies and procedures are observed Communication and Feedback Conduct team briefs as scheduled by the work force management team and in line with the weekly focus agenda set by the Operations Managers Ensure regular feedback is given to Agents with regards to action plans that have been set Ensure all relevant business communications are communicated to the team as and when required Reporting and Administration Sign off Agents time sheets on a weekly basis Track and accurately update operational performance files for Agents on a weekly basis Compiling and sending reports as required by the business for relevant updates Customer Satisfaction Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
People Management Coaches and supports Team Leaders Day to day management of Team Leader performance Documents Team Leaders Personal Development Plans Regularly communicates to Team Leaders and Agents Develops performance promises for all Team Leaders and conducts midyear and annual reviews Ensures that all Human Resources policies and procedures are observed Customer Relations Manages customer escalations and complaints Ensures operational delivery is in line with contractual obligations Provides input and participates in calibration sessions Reporting & Administration Customer Provides relevant internal and external reports as per the business unit requirements Analyses business data identifying and highlighting trends to the management team Monitors absenteeism and adherence Compiles Adhoc reports as and when required Analyses operational data and takes relevant action Reviews current reporting tools and suggests improvements to meet the Management Information requirements of the organization Arranges log ons for new employees Ensures Agent time sheets are accurately completed and timeously submitted