Raeesa Sayed Email & Phone Number

Cape Town, Western Cape, South Africa

Commercial lead for Consumer Operations responsible for outsourced contact centers:Strategic Projects and implementationCommercial Team Management – Guidance, Appraisal, Remuneration and Development on Business Partner ManagementContract Management- Managing Contracts of Service Partners to ensure governance and compliance.Commercial Operations and Finance Management – Long term and Short term Budgets, Cost managementCustomer Experience – Long term strategy, Service Design, CX ImprovementOperations – Change Management, KPI Management, Business Improvement

Cape Town Area, South Africa

- Manage Outsourcing Budget- Business Partner Payment Audits- Manage and drive the negotiations for Request for Proposal (RFP's), Request for Information (RFI) and Contractual commitments across the business.- Manage commercials objectives as set out in the outsourced agreements- Conduct scenario planning to assess the impact of various initiatives that affect the commercial agreements such as annual CPI negotiations and review of Commercial models- Manage monthly Budget reporting- Project Management of strategic projects through onboarding of Successful Outsourced Business Partners- Lead and support the commercial team

Cape Town Area, South Africa

- Monitor and track outsourcing Budget- Audit and compile monthly billing from outsource partners to assess accuracy- Assist with all commercial requests for proposal administration- Engage with relevant Business Partners with regarding monthly reconciliations- Monitoring and reporting on commercial KPI commitments and performance metrics- Conduct scenario planning to assess the impact of various initiatives that affect the commercial agreements such as annual CPI negotiations, Average Handle Time and Cost Per Productive Hour Rates- Compile and draft relevant reporting associated with the Business Partner performance and trends- To identify and escalate risk areas that would impact Customer experience to necessary stakeholders- Analysis of contact centre metrics and Business Partner Performance

Cape Town Area, South Africa

- Manage the Incentive Program for all customer facing areas - To enhance operational processes- To conduct impact analysis- Build and analyse Business Partner agent performance- Manage Performance Dialogue and provide support to operations - To effectively communicate rewards and incentive program changes and results - To report on Poor agent performance- Validate and compile Commercial NPS billing to all Business Partners

Cape Town Area, South Africa

- Managing effective routing of calls to ensure Service Level Targets are reached- Managing Real Time commercial impacts- Performance Impact reporting

Cape Town Area, South Africa

- Ensuring that all Organizational structures are configured correctly across all Vodacom Systems.- Creation on existing systems of Call Centres, teams and new or existing employees.

Cape Town Area, South Africa

- Provided Customer support to Vodacom's Prepaid and Contract Customer Base- Managed a large group of flexi consultants and monitored and measured their performance- Coaching and providing support to new recruits

Bachelor'S Degree, Bachelor Of Commerce (Bcom), Law

Commercial Law IA Quantitative Modelling I Economics IA Economics IB English For Academic Purposes Financial Accounting Principles.

Commercial Analytical Skills

Diploma, Business Analysis, Passed

The Diploma programme is aligned to the BABOK and covers all of the critical skills, techniques and competencies required.

Certificate, Numeric Skills For Businesses, Passed With Merit

Activities and Societies: - Business Data - Optimisation - Decision structuring - Numbers and FunctionsCourse teaches individuals how.

High School, Passed

Safe Scrum Master, Agile