Patrick Chauke Email & Phone Number

Pretoria Area, South Africa

Pretoria Area, South Africa

Team Leader• To manage and develop call centre staff. • To effectively manage resources to optimise productivity levels. • To manage operational procedures and systems. • To manage customer red flags• To manage outbound contacts as appropriate to maintain or enhance service standards.• Ensure that agreed project deadlines times are achieved • To collate and effectively utilise reports (OPR’s)• To action administrative tasks:o Kelly Timesheetso Update… Show more Team Leader• To manage and develop call centre staff. • To effectively manage resources to optimise productivity levels. • To manage operational procedures and systems. • To manage customer red flags• To manage outbound contacts as appropriate to maintain or enhance service standards.• Ensure that agreed project deadlines times are achieved • To collate and effectively utilise reports (OPR’s)• To action administrative tasks:o Kelly Timesheetso Update Absenteeism Reporto Leave Formso Return to work interviewso Debrief documentso Record of Coaching o Overtimeo Attendance registers• To conduct historical and real time call assessments on agents in order to identify service and performance gaps. • Coaching agents for improved service, quality and productivity (effectiveness and efficiency).• Ensuring that all agents have implemented Performance contracts.• Manage individual performance against established targets.• Motivate agents to ensure effective performance.• Manage disciplinary procedures. • Monitor adherence to existing and new processes, procedures and systems.• Identify root causes.• Compile relevant daily and weekly reports.• Ensure that the employees have all the necessary tools to be able to function optimally.• Ensure that the Call Centre Processes are updated and adhered to.• Review agent competence and performance and provide input to the performance review sessions; • Ensure that the QA process is suitably entrenched and managed• Ensure engagement with QA team i.e. active engagement between Team Leader and QA• Attendance of Management meetings• Manage the discipline of the staff;• Ensure adherence to all regulatory and security requirements; • Ensure that all staff are aware of the strategy, goals and business plans for the Call Centre; Show less

Pretoria Area, South Africa

Quality Assurance• To facilitate quality delivery across the various teams.• To monitor quality adherence and compliance to quality standards.• To ensure implementation of identified quality methodologies and improvement initiatives.• To effectively utilize the quality management tools.• To provide support and act as a feedback channel for quality issues.• To communicate quality initiatives.• To provide feedback and to educate Team leaders. • To provide… Show more Quality Assurance• To facilitate quality delivery across the various teams.• To monitor quality adherence and compliance to quality standards.• To ensure implementation of identified quality methodologies and improvement initiatives.• To effectively utilize the quality management tools.• To provide support and act as a feedback channel for quality issues.• To communicate quality initiatives.• To provide feedback and to educate Team leaders. • To provide ongoing intelligence on customers and competitors using internal and external data sources i.e. surveys etc.• To assist in aligning processes in the business and to ensure that this is in line with customers’ expectations. • Identify possible risks in the area and come up with suitable action plans to ensure there are no loopholes in the process. • Provide weekly and monthly quality reports to the business. • Conduct trend analysis.• To continuously evaluate the customer’s needs and align the QA process accordingly.• To assume responsibility for the version control of the current QA process documents.• To assist the TL with analyzing and interpreting assessment outcomes as well and conducting calibration sessions in conjunction with the TL. . QA consultant performance • Knowledge of QA best practices in a Call Centre environment • Able to deal with people at all levels. • Excellent communication skills. • Excellent telephone manner. • Problem solving• Computer literate• Innovate• Good listening skills • Coaching• Mentoring• Training• Recruiting Show less

Pretoria Area, South Africa

Achieve quota as set out in a project brief (e.g. 10 minute interview = 3-4 interviews per hour).Maintain an interviewer quality of no less than 85%. Complete surveys honestly, without leading the respondent - be unbiased.Complete surveys honestly by filling in all the questions as set out in the questionnaire.Complete surveys honesty by asking all the questions exactly as set out in the questionnaire. Achieve a productivity rating of 100% at all times.Achieve a PA… Show more Achieve quota as set out in a project brief (e.g. 10 minute interview = 3-4 interviews per hour).Maintain an interviewer quality of no less than 85%. Complete surveys honestly, without leading the respondent - be unbiased.Complete surveys honestly by filling in all the questions as set out in the questionnaire.Complete surveys honesty by asking all the questions exactly as set out in the questionnaire. Achieve a productivity rating of 100% at all times.Achieve a PA rating of 95% at all times. Show less

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