Glynnes Oldjohn-Manuel Email & Phone Number

Cape Town Area, South Africa

As the Shared Services Director at Achievement Awards Group, I managed a diverse portfolio, including HR, Contact Centre, Contractual Compliance, Business Process Improvement & Quality (BPI&Q), and Facilities & Office Services.Human Resources: 2016 to current- Align & recruit staff with business objectives and company values- Enhance staff performance through programs and initiatives- Support employee development and career growth- Plan and implement strategic HR initiatives- Oversee successful onboarding (ever boarding)- Manage HR financials and operations- Develop processes, procedures, and policies- Align recruitment, training and development with Employment Equity and B-BBEE requirementsContact Centre: 2016 - 2021- Develop strategy with a focus on customer experience (CX) and Client satisfaction- Align the recruitment & onboarding - Align training and skill development- Monitor and report on Contact Centre analytics- Performance managementContractual Compliance: 2016 to 2021- Manage the Contractual Compliance Officer in aligning business units with client requirements. Business Process Improvement & Quality (BPI&Q) 2016 to 2021- Support quality and process analysts in mapping processes and policies- Aid in aligning business units with various ISO standards to accreditationFacilities & Office Services: 2016 to current- Oversee F&OSM team - Ensure facilities meet the highest standards of efficiency and safetyKey Responsibilities:- Provide strategic leadership - Foster a positive, productive work environment- Implement strategic initiatives to support company objectives- Drive excellence in HR and facility management- Ensure compliance with regulatory and contractual requirements- Promote continuous improvement and quality standards across business unitsThis role demands a proactive leader with strategic vision, strong management skills, and the ability to drive operational excellence across multiple facets of the business.

Westlake Business Park

RecruitmentFacilitating Training / Skilling of Agents and Team LeadersReportingManaging KPA’s of Team LeadersUpkeep / programming / installation of Call Centre hardware and softwareStrategic Planning for Contact Centre and After SalesAssisting IT in the development of new systems for the Contact Centre

Westlake Business Park

Monitoring of Call center targets vs SLA Complaints handling (telephonic)Feedback to call center agents on a weekly basisReport generating for the Contact Centre and Account Teams

Westlake Business Park

Manage staff performanceCall center reporting· Co-ordination of call centre· Liaise with customers· Facilitating training

Cape Town Area, South Africa

Advanced Diploma, Human Resource Management

Work is central to human life, and most working activities are typically performed in the context of organisations. All organisations are.

National Diploma, Business Administration, Management And Operations

This programme covers the three disciplines of business management: The process of leading and directing an organisation or part of it.

Certificate, Strategic Business Management

Certificate, Human Resources Management

Certificate, Project Management

Project management involves the use of processes and resources to meet certain project objectives within a given timeframe.

Events Co-Ordination & Project Management

Certificate, Contact Centre Training, Nqf Level 2

Certificate, Contact Centre Operations, Nqf Level 4