National Contact Centre Manager
Current• Responsible for 100-seater Contact Centre (Inbound and Outbound)• Workforce force management- Planning, Optimization, and execution across business • Maintain and further develop relationship with key customers (Major Insurers companies)• Implementation and execution of new technologies (Omni-Channel Platform)• Sales Department optimization via sales waterfalls • Telephonic and social media platforms• Report writing and data analysis – To EXCO.• Process design, reengineering and implementation.• KPI Management• Contracts/Relationship Management• To ensure that there is ongoing operational effectiveness and efficiency in the call centre.• Performance according to set standards.• Set key performance areas for staff, review.• Develop objectives for the Call Centres day-to-day activities.• Training and development of managers, staff, and fitment Centres• Creating and managing budgets.• Improving revenue.• Hiring employees.• Evaluating performance and productivity.• Analyzing accounting and financial data.• Researching and identifying growth opportunities.• Generating reports and giving presentations.• Overseeing daily business operations.• Developing and implementing growth strategies.• Ensure PIP is active and up to date.
