Review and analyze program performance to determineprogram needsApprove personnel activities concerning hiring, training,development and performance managementProvide written performance appraisalsAct when necessary as a problem solving escalation point forSupervisors and front line RAsMeet forecasted or budgeted financial targets includingoccupancy and bill-to-pay percentageIdentify and oversees program/problem resolutionMaximize potential of subordinates through coaching,development and effective performance management methodsTrack client issues and maintains client correspondence andissue resolutionSupport Results' goals by implementing and facilitatingprocesses that promote continuous improvement, resulting inimproved service quality and/or reduced operating expensesReview workflow to ensure improved

Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.To proactively maintain regular engagement with key client contacts in line with client expectations.Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measuresTo have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teamsSuccessfully delivering and managing peak trading period in the retail industryThe continuous identification implementation of operational best practice through interaction with the wider teamMotivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teamsManage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstreamIdentifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call centre management experience is essential to be a success in this roleAbility to demonstrate achievement of results e.g. business improvements, cost savings, revenue generationExcellent leadership, people management, communication and influencing skills at a senior levelAbility to build and maintain strong client relationshipsAbility to demonstrate been able to translate business strategy into day to day deliveryStrong commercial understanding and previous accountability for profit targetsResponsible for Business ContinuityAbility to manage and influence key stakeholders

Responsible for the execution of the High Performance Sales discipline,Conduct Territory Reviews, Forecasting and performance review.Conduct monthly conference calls with client leadership to discuss current state of the business, forecasts, and action plans.Client Servicing  • Acts as point person of client for escalation concerns • Ensures client satisfaction by conducting data gathering sessions with specific key stakeholders • Secures renewal contract of current clients

1. To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. 2. To supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the operation of the Contact Centre. 3. To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers. 4. To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction. 5. To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements. 6. To support the Contact Center Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities.

• Responsible for the program’s overall Sales Performance.• Motivate sales representatives to sell Client’s products and services through the effective management of sales incentive programs. • Plan and implement career development within the team. • Implement reporting mechanisms within the queue. • One-on-one relationship building with the team members • Assist sales representatives to meet their full selling potential through frequent evaluations and proactive mentoring. Coaching on tele-selling skills, knowledge and attitudes. • Plan programs/training schedules on an ongoing basis for teams/specific reps. • Leverage on similar programs run in Other regions • Accountable for overall improvement in the business metrics. • Up skilling Sales Agents - As reflected by Call Audit Scores on the Call Monitoring Tool coupled with Business Results • Improve Product Knowledge of Sales Agents through understanding the gaps, compile and deliver customized training programs either on their own or through the Brand Team on a timely basis • Improve Process Knowledge of Sales Agents by addressing their process related queries on a timely basis either through a coaching or a training session • Improve Sales behavior of the Agents by attempting to improve the Up selling/Rapport • Building and Closing Skills on the call through coaching/feedback and training sessions on a timely basis• Deliver Results the right way - As reflected by Call Audit Results around Compliance Questions and bringing to Management Notice on repetitive incorrect behavior of a sales agent• Usage of Coaching Tools and Recommended Reports to achieve the above