•Daily operations(maintenance and improvements and management of Call Centre -Prioritised customer service, quality assurance and high performance within SLA’s (15% of the time )•Align client expectations, customer needs, and services quality (15%)•Statistical analysis and MIS reporting (15%)•Campaign Management (15%)•Full HR role to ensure Accomplishments of HR objectives (recruiting, performance management, set KPI’s, disciplinaries, coaching, CCMA representation etc. (10%)•Head up Complaint resolution and case management within required timeframes (15%) which reduced churn.Workforce Management -Forecasting and capacity planning with Statistical analysis and reporting (15%)•RFL Company branch relocated to Durban and I went to the UK.

•Ensure excellent service levels are maintained while incorporating Quality Assurance (20%)•Worked with 3 networks MTN, Vodacom and Cell C •Managed team of Supervisors and Agents (training, coaching product knowledge testing, adherence to complaint resolution SLA’s, ongoing meetings re performance) (15%)•Full HR function - Reporting to EXCO (10%)•Strategic planning, WFM, scheduling, Statistical analysis and report management. (15%)•Enhanced processes and procedures. Re-designed job descriptions and KPI’s and training and applying best call centre practices and monitoring ongoing staff training (10%)•Ongoing Complaints resolution (10%)•Maintained professional and technical knowledge and tracked emerging trends in Call Center Operations Management-ongoing•Introduced and managed client retention (10%) •Awareness of E-Commerce and product launches and campaigns (5%)

I worked in various Call Centres during my stay in the United Kingdom.

•Managed inbound and outbound sales team (20%)•Strategic planning, workforce management and scheduling (20%)•Evaluated and enhanced existing policies, procedures and training (15%)•Statistical Analysis, Monitor complaints and reviewed customer satisfaction (25%)•Performance Management and full HR function (15%)•Quality Assurance and TQM (Total Quality Management) (5%)

•Quality Assurance and TQM (Total Quality Management) (10%)•Managed inbound and outbound sales team (25%)•Strategic planning, workforce management and scheduling (20%)•Evaluated and enhanced existing policies, procedures and training (10%)•Statistical Analysis, Monitor complaints and reviewed customer satisfaction (20%)•Performance Management and HR function (15%)•Ensuring very low call abandonment rates•Ensuring calls answered within set parameters•Advising clients on any MTN related features on their phones•Consistently testing the agents knowledge on all contract packages offered by MTN