Carradine Augustine Email & Phone Number

South Africa

• Managing the Contact Centre's department’s day-to-day functions.
• Implementing customer support processes to enhance customer satisfaction.
• Formulating and revising customer support policies and promote their implementation.
• Informing the team of all new information related to products, procedures, and trends.
• Assessing support statistics and preparing detailed reports on the findings.
• Overseeing and evaluating the team's ongoing training efforts.

Durban Area, South Africa

• Managing the daily running of the business, including sourcing equipment, effective resource planning and applying Call Centre strategies and operations
• Doing needs assessments, performance reviews and cost/benefit analyses
• Setting/meeting performance targets for speed, efficiency, sales, service and quality
• Ensuring all relevant communications and data are updated and recorded
• Advising clients on offerings and services available
• Liaising with SOM's, OM's, team leaders, Sme's and third parties to gather information and resolve issues

Umhlanga

• Lead and manage Customer Service Reps/Team Leaders/Line Managers
• Ensure all SLA’s are met
• Coach and mentor
• Liaise with both management and clients with regards to quality to ensure healthy relationships are maintained
• Analyze and report on quality trends and outcomes, training and coaching needs and outcomes
• Implement quality improvement.

Durban Area, South Africa

• Lead and managed call center Operations which included Campaign Managers, team leaders, sales advisors and QA who were consisting of experienced and top performing consultants who were groomed and mentored.
• Recruitment – responsible for headcount, Retention and Attrition. -Achievement of sales and quality targets.
• Ensuring a professional level of telesales interactions with members.
• Campaign and Leads Management, ensuring that campaigns and leads are correctly allocated and processed in conjunction with the technical team.
• Ongoing liaison and relationship building with various divisions within the organization
• Business processes and operational improvement

Durban Area, South Africa

• Assess relevant training needs for staff individuals and organisation, in consultation with departmental heads, including assessment methods and measurement systems entailed.
• Stay informed as to relevant skills and qualification levels required by staff for effective performance and circulate requirements and relevant information to the organisation as appropriate.
• Provide solutions to increasing revenue, retention and profit
• Recruit, manage and develop direct-reporting staff.
• Monitor and report on activities, costs, performance, etc, as required.
• Develop self, and maintain knowledge in relevant field at all times.

Durban Area, South Africa

• Provide front line training to new starters within the company
• Liaise with both management and clients with regards to quality to ensure healthy relationships are maintained
• Implement quality improvement.
• Analyze and report on quality trends and outcomes, training and coaching needs and outcomes
• Develop, coach, and lead a competent coaching force that is serious about the profession while creating a fun working environment
• Forecast campaign health and implement strategies to achieve desired profit margins.

Durban Area, South Africa

• Deliver the team sales target
• Deliver the required volume of effective coaching
• Deliver client service level agreements and KPIs
• Manage and motivate the sales and quality performance of a team of up to 15 Sales Advisors
• Ensure Advisors are delivering individual sales targets
• Maximise productivity