Nicholas Parks Email & Phone Number

South Africa

South Africa

South Africa

I lead the Technical Support and Office Management teams. I also manage the Occupational health and safety program, which now includes emergency protocol and action during a pandemic. I support and enable a multi channel team to provide our partners and customers with phenomenal experiences that will set us apart from the rest. Further responsibilities include...Staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments. Establish a high standard for productivity, quality, customer service as well as define user guidelines. Help develop company systems for customer interaction and voice response and control the implementation process. Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.Prepare annual operations budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.Summarize, collect and analyze contact center trends and data for regular performance reports.Maintain consistent professional improvement through company provided workshops, tracking contact center trends and active participation in team projects.Ensure a feedback loop is in place for continued learning and development to benefit our partners and customers through improved service behavior.

Cape Town Area, South Africa

Leader on the Vodafone Account promoted into the role after displaying a proven ability to achieve targeted results in short periods of time using my business acumen, emotional intelligence, and years of experience... Key areas of responsibility included 7 Operational Customer Service teams, a Work Force Planning team, and an Administration Team.Main Tasks - Operations ManagementResponsible for maintaining the program's efficiency metrics.Fully implement and audit TOPS. (Teleperformance Operations Performance Standards)Analyze KPI, identifying issues and trends.Performs Root Cause Analysis and formulates and executes action plans to improve performance.Assists the Call Center Manager in executing account-wide initiatives.Main Tasks - Work Force Planning: Supervision and development of Workforce Management staff (Exempt and Non-exempt)Ensures service levels and productivity goals are met. Implements and maintains workforce management platform.Provides all workload forecasting and consequent staffing planning to meet service goals.Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.Coordinates all reporting related to Workforce Management.Develops and maintains scheduling processes for Sales and Customer service agents.Serves as the resident expert on Workforce Management software package.Participates in strategic planning and goal development.Integrates outbound dialer campaigns to support staffing levels.Oversees technology and process improvements to ensure high customer satisfaction and cost effectiveness.Develops presentations on recommendations and process implementations to senior managementCompletes special projects as needed.

Cape Town Area, South Africa

As a Senior Team Manager, I was tasked with leading 4 customer service teams on the Vodafone account. I mentored and developed my management team to improve their leadership and skill level, with a structured framework, clear objectives, being the example, consistent support and personalized coaching. This approach created a winning team culture that delivered excellent customer satisfaction results, championed growth, and groomed future business leaders. Main Tasks included:Ensure agreed customer service standards are consistently met.Ensuring all metrics are communicated and achieved. Motivating, developing, and promoting superior customer service. Consistently monitor staff levels and liaise with mission control and management regarding any adjustments required to best impact service delivery. Mentor Team Managers to ensure a consistent approach to all operational objectives. Management of quality and compliance standards within the teams. Using analytical data to support improvement plans for my area. Complete TM and agent performance appraisals. Provide leadership, guidance and support to the Customer Services Representatives.Consistently monitor systems with a view to recommending changes and updates for improvement.Managed Multiple Projects including: Graduation bay (4 Team managers and 60 to 100 agents per intake) – On boarding and integrating new starters seamlessly into the business with adjusted targets, increased coaching interventions and intensive performance management protocol. I achieved a 95% new starter to permanent conversion rate.Improvement Academy (2 Team managers 25 agents per team per intake) – Identifying low performing individuals on the operations floor and creating specific and personalized coaching plans targeted at increasing their performance output withing a 4 week to 6-week period. Achieved an 87% re-integration rate. Those that could not re-integrate entered the performance management process.

Responsible for the implementation of all structured quality processes which provide the leadership team with consistent assessment of agent’s transaction handling.Management of 3 analysts that identify business needs and implement new quality methods to enhance business process.I establish and implement actions for quality improvement and successful measurement criteria in order to promote customer and client satisfaction.Managing the quality activities on the Service Floor to achieve and maintain optimal quality service delivery.Identify and escalate risks, Monitor and report on quality performance, manage customer feedback and calibrate with business partners.Mentor and develop in order to build healthy relationships between customer, client and business.Ensuring all industrial relations policies are adhered to and enforced within my department.Responsible for the implementation of multiple projects, designed to enhance advisor performance and improve coaching effectiveness at a management level.Closely involved in the internal recruiting of staff for various positions within the campaign. Dealing with the creation of assessments, scoring candidates, interviewing, providing feedback and creating development plans.

Listening to calls and analysing data to determine if service provided by the company meet quality standards.Assisted with the development of processes with in the Quality department.Compilation of Data Analysis.Presentation of Analysis to Upper Management, Client and Operations.Provide Up skill training for Management and new Analysts on all-round quality processes of the company and client.Coordinate calibration sessions with the client.

Managed 14 customer service teams for American cellular provider T-Mobile.Specifically focussed on customer and client satisfaction, also ensuring and maintaining employee satisfaction, as well as career development in a challenging work environment.I was also responsible for different improvement initiatives created to drive optimal performance on key metrics such as, lowering AHT, lowering staff turnover and promoting schedule adherence.I was responsible for delivering high standards of service to customers by making the most effective and efficient use of call-centre staff and technology resources.I was responsible for recruiting, training, managing and monitoring agents so that they have the skills and knowledge to meet customer service objectives.I was responsible for providing reports on various aspects of call-centre performance to other members of the management team.

Marketing Management National Diploma (Under Completion), Business, Management, Marketing, And Related Support Services, N5

Matric, 12