Nigel Bowman Email & Phone Number

Cape Town, Wc, Za

South Africa

City Of Cape Town, Western Cape, South Africa

As the Operations Manager for Device, Digital & Alexa Support at Amazon, I orchestrate the seamless functioning of operations crucial to supporting Amazon's diverse array of devices, digital services, and Alexa products. Leading a dedicated team, I oversee all aspects of support operations, from team management and process optimization to quality assurance and performance monitoring. By continually refining support processes and leveraging customer feedback, I drive improvements that enhance efficiency and elevate the overall support experience. Through cross-functional collaboration, I facilitate communication between support teams and product development, ensuring alignment with customer needs and priorities. With a keen focus on performance metrics and customer satisfaction, I cultivate a culture of excellence and continuous improvement. By advocating for the customer within the organization and championing initiatives aimed at enhancing their experience, I play a pivotal role in shaping Amazon's reputation for unparalleled customer support.

Cape Town Area, South Africa

As a Group Manager for Device, Digital & Alexa Support at Amazon, I spearhead the operational efficiency and excellence of a dedicated team responsible for supporting Amazon's wide-ranging devices, digital services, and Alexa products. Leading by example, I oversee all facets of support operations, from team leadership and process enhancement to quality assurance and performance analysis. Through meticulous attention to detail and strategic optimization, I continually refine support processes to deliver unparalleled customer experiences. Collaborating seamlessly across departments, I bridge the gap between support teams and product development, ensuring alignment with customer needs and driving product enhancements. With a steadfast commitment to metrics-driven performance and customer satisfaction, I foster a culture of continuous improvement and innovation. By advocating relentlessly for the customer within the organization and championing initiatives to elevate their journey, I play a pivotal role in maintaining Amazon's reputation as a leader in customer support excellence.

South Africa

Manage a department that covers 6 different works streams with 8 Team Leaders for our clients Industrial and Corporate Division

Cape Town Area, South Africa

Manage performance within my teamStand in for my call centre manager when he is not on the floor or on LeavePrepare and present the weekly business reviewRespond to all client requestsGrow the departmentDevelop next line of leadersSupport all team leadersPart of weekly planning conference callInterview new agents and team leaders

Cape Town Area, South Africa

• Monitor key performances of agents. • Team coaching• Take escalated calls from team• Manage team schedules • Manage team PDP’s• Manage team adherence • Monitor call centre SL• Maintain high motivation levels of agents. • Take action on agent feedback. • Ensure that health and safety regulations are complied with. • Carry out regular feedback sessions with agents • Setting up agent competency profiles as the business needs change. • Liaise with various recruitment agencies. • Interview suitable candidates. • Train and develop new agents

Cape Town Area, South Africa

Cape Town Area, South Africa

• Monitor key performances of agents; Team coaching; Take escalated calls from team; Manage team schedules; Manage team PDP’s; Manage team adherence; Monitor call center SL; Maintain high motivation levels of agents; Take action on agent feedback; Ensure that health and safety regulations are complied with; Carry out regular feedback sessions with agents; Setting up agent competency profiles as the business needs change; Liaise with various recruitment agencies; Interview suitable candidates; Train and develop new agents

Cape Town Area, South Africa

• Network cabling; Internet sales; Vox Telco sales; Call Centre consulting

Century City

• In and outbound call centre; Helping clients with renewal of cards; Take all customer complaints or information request; Update of client information; Assisting clients with credit card payments; Helping partners with faulty units; Assist clients with replacement of lost or stolen cards; General information on all products; Train new staff; Implement performance management; Testing of new systems; • Coordinated the successful handover of the call centre to new call centre in Durban, went and did all the training and implementation of processes and facilitated the roll out process.

Cape Town Area, South Africa

• Ensure an efficient operation call centre schedule; Ensure that all call centre processes and procedures are correctly performed; Develop and improve the processes and procedures as business needs and requirements change; Responsible for any escalated operational and customer care related queries; Setting performance standards; Identify key performance areas of response centre agents; Monitor key performances of agents; Provide performance couching and counseling where applicable; Implementing all necessary corrective action; Identify and reward performances manage service; Manage service level; Setting up agent competency profiles as the business needs change; Interview suitable candidates; Train and develop new agents; Manage refresher training for existing agents; Compile management reports from ACD (Automatic Call Distributor) system on the response centre; Compile progress and performance reports of call centre agents; Provide management reports on the development.

Cape Town Area, South Africa

• Coordinate the start and manage new 24/7 call centre for Lufthansa Process Management’s client; Project mange the successful roll out of the call centre; Inbound and out bound call centre; Supervise a team of agents; Liaise with third party suppliers regarding information and services; Liaise with internal departments to ensure the correct flow and sharing of information; Compile progress and performance reports of agents; Compile reports on performance on various systems used; Setting performance standards; Communicate desired outcome; Identify key performance areas; Monitor key performances of agents; Provide regular feedback to agents; Monitor progress of agents; Provide performance couching and counseling where applicable; Identify and reward performances manage service; Manage service level; Manage lost call levels, average speed of answer etc

Tyger Valley

• Managed a team of four supervisors; Ensure an efficient operation of a 24hr, 7day a week shift schedule; Ensure that all response centre processes and procedures are correctly performed; Develop and improve the processes and procedures as business needs and requirements change; Ensure the correct operation of ACD (Automatic Call Distributors) system; Administer of time sheets; Responsible for any escalated operational and customer care related queries; Louise with third party suppliers regarding information and services; Louise with internal departments to ensure the correct flow and sharing of information; Carry out regular customer surveys; Compile management reports from ACD (Automatic Call Distributor) system on the response centre performance; Compile progress and performance reports of response centre agents; Compile reports on performance on various systems used in response centre; Provide management reports on the development of Global Telematics customer base

Cape Town Area, South Africa

• Formed part of the pioneer group that started Telkom’s National Call Centre in Cape Town; Managed a team of six call centre agents taking complaint calls from customers; Managed a team of eleven agents making bookings for installation request; Project managed the roll out of the pre-paid platform; Managed the pre-paid team; Moved to the out of office team, handled National complaints for all emergency services and installations of vessels for Cape Town harbor; Worked in Johannesburg as part of an emergency task team; Working on rebuilding overhead cable routes that were damaged by storms; Worked in control room; Managed a team of Faults men and fitters in four different zones; Installation of Business systems; Fault finding of Business systems; Planning floor layout for buildings; Supervised a team for rewire of buildings; Supervised a team for rewire of distributions points in buildings; Installation of public phones; Fault finding on public phones; Installation of single lines