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.

⦁ 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.

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.

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.

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.