Liam Mcgregor Email & Phone Number

London, GB

London, England, United Kingdom

• Management of 3rd party BPO service providers
• Workforce management: using data to optimise staffing & production capacity
• Built & managed problem & incident management processes
• Operational reporting on all frontline teams including CS, Fraud, Collections & Complaints
• Developed Operational processes to increase business wide productivity & optimisation
• Worked with Heads & Exco to improve efficiency & adoption of processes

London, England, United Kingdom

• Strategically grew and developed the Operations team to support the wider business
• Reported to COO.
• Drive and report on business KPI’s to Exco
• Monitor & report on BDO Contact Centre activity (Csat, AHT, TP)
• Problem & incident implementation & management to reduce customer impact
• Migrated co. task & KPI management to Jira & Confluence

London Area, United Kingdom

• Developed and maintained client relationships to improve product offering and to drive revenue.
• Managed and develop key business relationships with our partner Banks and payment processors.
• Managed, hired, and train a growing technical CS team while improving Staff KPI’s.
• Develop and refine all operational processes.
• Improve and optimise CS systems to improve efficiency and automation.
• Draft and maintain all operational policies and procedures (SOP)

Cape Town Area, South Africa

• Reporting directly to the CEO, full responsibility for all operational processes and teams.
• Managed & developed key business relationships with South African banks FNB, ABSA, Nedbank, SBSA & Bankserv.
• Monitored & reported on daily, weekly & monthly Contact Centre activity, including the up-time of the communications network.
• Managed, hire & trained a growing technical support & client services team
• Ensure Bank & switch related queries are dealt with within SLA time-frames with reference to any payment gateway queries: pay-outs, charge backs, fraud queries.
• Managed & escalated high severity incidents(incident management).

Cape Town, Western Cape, South Africa

• Manage Contact Centre agents and technical team on a daily basis (16 Staff)
• Monitor and report on daily, weekly and monthly Contact Centre activity including the up-time of the communications network.
• Recruit and train Contact Centre agents and technicians as needed
• Ensure Saswitch and other queries are dealt with within SLA time frames
• Assist with problematic sites and escalated issues
• Develop and test ATM software together with ATM supplier

• Maintained key business relationships by delivering quality customer service.
• Managed new project rollouts to ensure successful implementation.
• Managed UAT team
• Website Administrator for the PGS website.
• Compiled and kept PGS user/system manuals updated
• Provided 3rd level technical support

Cape Town, Western Cape, South Africa

• Built and managed a team of 22 for an outbound sales campaign servicing
• One.Tel customers in the UK
• Responsible for meeting sales targets, daily reporting to senior management and to the client
• Trained and updated Agents on product
• Responsible for management and coaching of the sales team
• Responsible for the hiring of new sales staff

Cape Town, Western Cape, South Africa

• Ensured optimal agent efficiency through effective staff scheduling and resource management.
• Analysed call flows to maximise Contact Centre efficiency and to maximise client service levels.
• Monitored agents to maintain SLAs and provide high quality customer service.
• Contact Centre reporting (agent efficiency, absenteeism, process adherence, overtime)
• Trained line managers on workforce management principles.

• Tracking and resolving Customer queries
• Trained new Staff
• UAT

Cape Town, Western Cape, South Africa

• Pick ‘n Pay selects graduates with leadership potential
• Appointed manager for produce and perishables, the highest volume departments within the store.
• Full responsibility for stock management, managing staff, and delegation of duties.
• Awarded the Pick ‘n Pay Merit Certificate for outstanding achievement in all activities.
• Stock control
• Responsible to meet revenue targets