Marcus Leslie Email & Phone Number

Auckland, New Zealand

As a dedicated Call Centre Team Leader at Mercury, I led a dynamic team of customer engagement specialists, driving performance and delivering exceptional service in a fast-paced environment. Key responsibilities and achievements include:Leadership & Team Development: I cultivated a high-performing team through effective coaching and training, significantly enhancing customer satisfaction and engagement. Under my guidance, many agents advanced in their careers.Performance Management: I established metrics and feedback mechanisms that significantly enhanced team performance, leading to a notable reduction in call handling times while consistently upholding quality standards.Sales Achievements: My team consistently won awards in monthly sales competitions, showcasing our strong capabilities and commitment to excellence.KPI Recognition: My team consistently achieved top results in the center, winning both monthly and quarterly KPI awards for outstanding performance, demonstrating our commitment to maintaining high standards.Customer Focus: I developed strategies prioritizing customer needs, enhancing service delivery and ensuring a seamless experience across channels.Problem Solving & Conflict Resolution: I addressed team and customer issues, using interpersonal skills to foster collaboration and maintain a positive work environment.Data-Driven Decision Making: I analyzed KPIs to identify trends and areas for improvement, enabling informed decision-making.Cross-Functional Collaboration: I worked with departments such as training and quality assurance to streamline processes and improve efficiency.Change Management: I led the team through organizational changes, effectively communicating updates and providing support.I am passionate about empowering teams and enhancing customer experiences. With extensive experience as a high-performing team leader, I am eager to leverage my expertise to drive success in my next leadership role.

Auckland, New Zealand

The purpose of my role is to coach, support and empower high performing and energised Customer Engagement Teams delivering an easy customer experience and creating great customer memories.A significant proportion of my time is dedicated to actively coaching (real time and 1:1) Customer EngagementSpecialists, focusing on improving customer interactions and in turn improving first call resolution and drive low customer effort. Helping our people be the best they can be is fundamental to my role and the part I enjoy the most! Coaches are instrumental in achieving a high-performance culture through self-management, personal responsibility and ownership, embracing change and working in a fast-paced agile environment. As a role model achievement of goals, self development and living Our Attitude are fundamental to my role.Coaches facilitate and participate in driving and shaping the future of the engagement centre, continuous improvement, change and high performing behaviours, through research, analysis, networking, being curious, assessing pro’s and con’s, collaborating with others and contributing from an insightful viewpoint. Using tools and frameworks such as agile and change management and others that are appropriate.

Auckland

• Responsible for managing 16 customer care agents providing technical, billing, upselling and service support for mobile customer across multiple customer contact channels (phone, email, escalations queue).• Create a service oriented environment and enhance customer experience through call quality monitoring and effective coaching. • Proactively addressing agent behavioral issues and managing any formal disciplinary processes where necessary.• Hold regular meetings with Senior Managers on the performance of the call centre.• Partnered with peer managers and internal stakeholders to ensure optimal service level performance of contact centre delivery operations across all customer contact channels.• Partner with the Talent team in assessment centres in the recruitment of contact centre staff.• Demonstrate a high commitment to the Health & Safety standards of the company and ensure staff compliance.

Auckland, New Zealand

• Responsible for the performance of the team, through effective inbound call management. Team building through cultivation of business culture and strong work ethics. • Team Size ranged from 25 to 30 plus including two 2ICs. • Providing support to the Operations manager to reduce his/her involvement in daily activities.• Regular interaction with the Client to understand and deliver all contractual requirements.• Managing daily operation of the team so that all KRAs are met and exceeded.• Coaching the team to provide highest level of customer service using Quality analysis models. • Monitor, track and analyse performance for quality metrics and other KPIs to identify trends and drive performance improvement.• Assist operations team in creating coaching and development plans.• Proved oversight to training team. • Solution selling, relationship building, relationship selling, relationship sales, product marketing, negotiating and closing, lead generation, outside sales, inside sales.

Auckland, New Zealand

•Leading a team in a tier 2 environment, responsible for Customer Service and Projects. •Deliver second level technical support to Telecom and Xtra customers – Broadband, Dialup, Email, Mobile and Business Internet Services.•First point of contact for Customer Services for managing unplanned outages into wider Spark and communicating to customers.•Managed knowledgebase and technical support processes for frontline staff (internal and contracted Help desks). •Dealing with Customer Complaints – following CRG (Customer resolutions group) guidelines.•Queue Management, Project Management, Continuous Improvement, Escalation management, Weekend/Evening Duty Management.

Auckland, New Zealand

•Leading a Senior team specialising in the support of the Telecom Business Hub (Hosting, Domains, Domain Mail and Design).•Analyse contact centre metrics and use them to lead & manage the individual and team performance. •Drive continuous improvement by evaluating and re-engineering existing policies and processes. •Own people management processes like recruitment, remunerations framework, and disciplinary matters. •Dealing with Customer Complaints – following CRG (Customer resolutions group) guidelines.

Auckland, New Zealand

•Taking responsibility for Telecom contact centre strategies and communicating these regularly and consistently to the team, ensuring team understanding of vision and priorities.•Analyze contact centre metrics and use them to lead & manage the individual and team performance. •Drive continuous improvement by evaluating and re-engineering existing policies and processes. •Own people management processes like recruitment, remunerations framework, and disciplinary maters.

Auckland, New Zealand

Auckland, New Zealand