Malcolm Zaranyika Email & Phone Number

Borehamwood

Key Responsibilities⦁ Ensuring the delivery of a World Class Service in a fast-paced tech-driven environment. ⦁ Objective setting and performance evaluation for headcount consisting of Team Manager, Supervisors and Telephony Agents. ⦁ Delivering and protecting set KPIs by effective planning and management of Resource. ⦁ Resource coordination across multiple channels and outsource sites to maximise utilisation and efficiency. ⦁ Setting and managing Personal Development strategy for the department. ⦁ Ensuring a first time fix culture aimed at quality, coherent service and contact reduction.⦁ Heading staff Reward and Recognition program. Key achievement; Heading ‘Proactive Projects’ aimed at reducing inbound contact into the Contact Centre. Leading the implementation of a Premier Service Customer Services Department.

⦁ Leading Customer Service Operations in coordination with the Courier Logistics Operations.⦁ Providing written and oral reports to the business on service status including early identification of issues, risks and improvements to the client experience. ⦁ Coaching, upskilling and mentoring direct reports to deliver a high performance.⦁ Conducting investigations and disciplinary meeting to increase productivity and control conduct and performance.⦁ Driving recruitment in accordance to company policy and business requirements.⦁ Management of designated client accounts to ensure expectations are met with exceptional services delivered. Key achievement Enhancing customer experience by amalgamating Same day and Overnight departments. Implementing an instant Live Chat facility to enhance the customer experience

London Bridge

⦁ Supervising the operations of a multi-service department on behalf of numerous local authorities. ⦁ Supporting large teams and implementing correct resources to maximise service the delivery. Ensuring calls are answered within agreed service level agreements. ⦁ Assisting Operations Manager in controlling department budget and liaising with the finance team on Forecasts and Headcount. ⦁ Development of the contact centre Team Leaders and staff to achieve set KPIs. Key achievements; Contributing to the success of securing new contracts with two local authorities.

Shepherds Bush, London

⦁ Producing and maintaining department Standard Operational Procedures. ⦁ Management of data capture, reporting and customer risk assessments. ⦁ Creating and supervising staffing schedules and daily duties Delegation of tasks to ensure Key Performance Indicators and Service Level Agreements are met. ⦁ Delivering a world-class customer experience. Key achievements; Launching the Customer Service department for Westfield London Shepherds Bush.

Acton, London

⦁ Fully comply and remain conversant with all legislative requirements, including the Data Protection Act, Financial Services Authority (FSA) Regulations and Sales of Goods Act. Maximising sales and ensure the smooth running of the Contact Centre. ⦁ Conduct performance presentations to senior management and stakeholders.⦁ Coaching, upskilling and mentoring direct reports to deliver higher performance.⦁ Key achievements; Assisting with the coordinating of department monthly staff appraisals and ongoing coaching and development.