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• Manage budgets• Supported all operational teams as the customer base grew from 1 to 3 million customers• Product development & implementation using data & Agile methodology• Project managed KPI implementation• Drafted US Standard Operations Procedures• Launched US OperationsTeam size 40 staff

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• Streamlined BAU tasks

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).• Managed, compiled & enforced company policies & procedures• Managed A/H critical support team.• Ensured that Disaster Management Procedures are in place & instituted when the need arises.• Manage & assist with project implementation such as ASAE 3402, PCI certification & 3D secure rollouts. • Update & maintain training programmes, procedures, forms & manuals • Improve & optimise Contact Center systems to improve efficiency & automation.• Managing the vetting of new clients in terms of risk profiling on Naedo & Debit Order products. • Account management of high profile clients.

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• Manage company-wide IT infrastructure, developments and improvements• Constantly evaluating and improving business’ supply chain: Import lead times; Intra-national transportation of ATMs and parts; Operational costs; Lead time for delivery of parts and replenishment of spares to remote stock locations; implementing serialised location stock management software.• Manage and enforce company policies and procedures• Manage IT systems, email accounts, back-ups, etc.• Managed projects such as EMV certification, product enhancements, ATM Manager enhancements• Update and maintain training programmes, procedures, forms and manuals• Account executive of key business relationships• Improve and optimise Contact Centre by implementing CRM tools

• 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• Collated, analysed reports for feedback to clients and senior management• WorkForce Management • Monitored staff to make sure standards is kept• Managed Voip infrastructure• Incident management / SLA adherence• Hired trained new staff• Inventory management, ensured that stock on hand was maintained at efficient levels• Trained BPO contractors to ensure that service and technical requirements were met• Managed BPO technicians to make sure all call outs were done within the required SLA

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• Responsible for scheduling and monitoring of 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