Main Areas of Responsibility:1. Client Management 2. People Development 3. Service Delivery/Operations4. P&L Management & Business development Current Role- Interpret, develop, execute Client Strategic plan for Contact Centre- Lead client interactions and facilitate operating units alignment to the agreed upon service standards- Manage Customer Experience end to end. (IVR) to end call- Responsible for new business development- Support and design new strategic opportunities into customer self help capabilities- Formulates operational plans – day to day planning and management.

Duties and Responsibilities Manage Customer Services Support Operations and ensure that it is aligned to the Customer Services strategy and vision as well as the Business Units and Operational requirements. Main Areas of Responsibility (Major Activities) o Programme, Project & Change Management o New Product/Service integration (NPI & NSI) o Process & procedure development o Best practice review and implementation o Quality Assurance & Continuous Improvement o Customer Experience Improvement Programmes o SLA, OLA, MIS & Scorecard Management o Training & Development o 3rd level escalation management Successfully implemented a 100-day turnaround strategy (Service Culture Revolution). Work streams included: 1. Training 2. Recruitment 3. People / Empowerment 4. Communications Platforms 5. Stakeholder Engagement 6. System Capabilities and Integration 7. Process Enhancement 8. Operational Efficiency 9. Quality 10. MIS 11. Front End Enablement Some success achieved post turnaround strategy  Improved Service levels from 68% to 87% and answer rates from 82 % to 92% through agent’s efficiencies and optimising the workforce schedule.  Improved stakeholder engagement/relationships through monthly debrief sessions – getting the larger business audience to understand the impact they have on customer experience.  Deployed a culture revolution project to align call centre with the greater vision of Neotel – pillars that supported this: o Training - Contact Centre Curriculum that delivered Neotel brand ambassadors (Completed on-boarding) o Voice of the people (Staff Forum) o Reward and Recognition strategic framework o Mapping an agent lifecycle roadmap. o Social commitments and drives o Continuous learning o Creating a vibrant & fun environment to work in  Improved agent quality scores from 86% to 95% through skills and system empowerment.

Duties and Responsibilities:To lead the customer service and operations managers by improving the Altech Autopage customer service experience, increasing productivity and efficiencies by maximizing the use of Contact Centre resources, both technology and people.Role includes:1. Operational Management2. Staff Management3. Manage Customer Service ProcessesDirect Reports:Senior Manager OnlineCall Centre Team Managers ManagerContact Centre Systems & Support ManagerChannel Support ManagerManager Interaction QualityIndirect Reports:Team LeadersResource Planners (WFP)MIS support Call Centre TrainerService Reps structured under the following desks: Inbound Customer Service Advance Data Support (Technical Desk) Channel Support (Dealing with all Franchise & Stores) On Line and Social Media Premiere Client Services Customer Service Centre

Duties and Responsibilities1. Redesign the entire reverse logistics operating model and align it with industry best practices2. Deploy nationally a device returns tool (Vision Client) that will automate the end to end workflow Scope of the project as follows:• Best in Industry Reverse Logistics Model Map all Customer Journey Document Customer Service Processes Document Logistic Processes Develop Reports/Tracking tools and create dashboard for business visibility Document all internal and external SLA’s and TAT’s Document all governing Policies Document business Terms & Conditions• Vision Client Deployment – Project manage Phase 1 and scope the work required for Phase• Document an Operations Manual for Reverse Logistics• Post Vision Client deployment, find ways to differentiate Autopage repairs processes within the industry to enhance customer satisfaction • Develop and deploy Customer Satisfaction Surveys to track customer satisfaction levels with the returns process for purpose of root cause analyses• Agree and document SLA Agreements with External Vendors & Internal Dependencies• Align all return customer touch point to deliver consistent best in industry customer experience.

Strategic Managemento Develops and ensures the effective implementation of strategies and achieving of targets for area of responsibility, inclusive of the following strategic priorities, as determined from time-to-time:  Core values Best Practice Client / Customer retention Influences and contributes to the development of a division business strategy Aligns functional strategy to business strategy Translates divisional business strategy into departmental strategy and business plans Service level agreements Risk identification and mitigation so as to limit the Company’s exposure to existing or potential risks Business Analysiso Initiate innovative and intelligent processes and models that may improve the business way of running from both a collection and direct marketing perspectiveo Effectively and timeously provide recommendations to assist in making optimal strategic decisions People Managemento Maintains employee relations  Manages employee performance Train, mentor and coaches subordinates Selects, assigns and leads/ manages people Manages the training and development of staff Develop a challenging and rewarding working environment Implementation of recognition programs

o Develop and implement a business strategy to enhance customer service in the Pre and Post Paid call centre’s.o Design, manage and implement the business goals.o Develop and Align the Functional Business Plan to the strategic objectives of the Customer Operations Division.o Develop and implement operational policies and procedures.o Business Development and Execution of Strategyo Develop SLA’s with the business and ensure these are achieved.o Determine Call centre efficiency measurements and ensure these are met. o Produce reports to executive management in this regard.o Identify opportunities to improve the services provided by the Call Centre.o Conduct research to determine best practices, and to be aware of competitor activity.o Develop SLA’s with external agencies and ensure these are adhered to.o Liaise with the Sales and Marketing Department to determine new products and serviceso Lead the creation of relevant solutions for client issues and problematic activities.o Develop and implement policies, procedures and processes for the Customer operations departmento Develop a strategic plan for the National Customer Services Department. Includes participating in the formulation of the National Customer Services strategy document.o Manage the day-to-day activities of the customer service interface. Monitor performance produced. o Manage projects. Define the scope of projects where necessary; develop and evaluate plans and criteria for projects and activities to be carried out by others; develop novel concepts and approaches; assign resources to projects; assign work; monitor time frames and performance of staff; perform related work.o Determine training needs and identify training courses for direct reports.o Participate in the negotiation of contracts with suppliers (SLA’s).o Formulate and implement training for Customer operations. Source internal and external vendors where necessary.o Staff Management

Key Performance Areas:o Manage the Cell Centre. Develop SLA’s with the business and ensure these are achieved, determine ASA (average speed of answer) and ensure these are met. Monitor all statistics in terms of performance. Produce reports to executive management in this regardo Identify opportunities to improve the services provided by the Call Centre. Involves conducting research to determine best practices, and being aware of competitor activityo Manage the budget for the Call Centre Section. Participate in the development of the budget for this Section. Review and recommend expenditureManage staff of the Call Centre Section:o Assign, monitor and coordinate assignments (plan and organise work)o Provide technical, procedural and policy guidanceo Participate in the recruitment and hiring of staff for the Sectiono Evaluate performance of direct reports (conduct performance appraisals)o Participate in handling labour relations issues (e.g. disciplinary hearings)o Career development for direct reports (counselling, coaching, identify KPA’s,career planning, goal setting)o Determine training needs and identify training courses for direct reportso Indirectly manage the after sale service to customers. Develop SLA’s with external agencies and ensure these are adhered too Oversee the speedy resolution of problems. Resolve escalated problemso Liaise with the Sales and Marketing Department to determine new products and services. Ensure staff are trained in this regardo Maintain a 24 x 7 environmento Perform any other related duties as requested

o Analysing IVR (Interactive Voice Response), ACD (Automatic Call Distribution and manage call queue.o Facilitate team activities and make sure the team is aware of their purpose, communicating to the team their objectives, standards and values.o Ensure that the team adhere to set schedules, obtaining their full commitment to team objectives, achieving all their goals and targets.o Encourage team involvement, identify and explore all suggestions within the group.o Ensure a continuous learning environment within the Call Centre, allowing the team to share their experiences in the PDR’s (Plan, Do and Review). Ensure a continuous source of information within the team through consistent feedback and coaching.o Construct targets and outputs with each individual; determine his short-term goals and long term goals needed for his development as an agent in the Call Centre. Monitor these plans and consistently provide feedback and if required, review targets and goals set.o Make sure that all performance measures are visibly displayed and updated on a daily bases to encourage the team and individuals to actively take part in improving themselves.o Managing all budget requirements to ensure that appropriate budget is controlled and performs all administrative duties.o Motivate team on a daily basis leading by example o To make sure the Call Centre was staffed according to required staffing model i.e. the filling of vacant posts including those of coaches as the roll-out in the Durban Call Centre had not been completed.o Produce monthly reports to Regional Executive and attend meetings at all Management levels.o Identify shortcomings in working conditions or systems in order to maximise individual and ultimately the Call Centre performance.o Ensure that health and safety regulations were adhered to, i.e. health and safety reps on all floors, with a Call Centre emergency plan in place.