Sofia Alves Email & Phone Number

Cape Town, Wc, Za

Cape Town, Western Cape, South Africa

Cape Town Area, South Africa

Century City

Senior Operation Manager at a large international BPO, with the following domain skills with in the Travel and Tourism Vertical:Inbound Customer ServiceInbound Upselling Outbound Customer ServiceOutbound UpsellingResponsible for:Managing and driving Operational KPI’sClient Relationship ManagementPeople ManagementHR ProcessesContract and SLA managementWorkforce ManagementQuality ManagementClient Value add and innovationDevelop and… Show more Senior Operation Manager at a large international BPO, with the following domain skills with in the Travel and Tourism Vertical:Inbound Customer ServiceInbound Upselling Outbound Customer ServiceOutbound UpsellingResponsible for:Managing and driving Operational KPI’sClient Relationship ManagementPeople ManagementHR ProcessesContract and SLA managementWorkforce ManagementQuality ManagementClient Value add and innovationDevelop and maintain annual budget for my campaign, by driving operating margins through cost reduction and revenue growthDesign and implement strategic plans for campaign inline with local and global operational strategiesCreate a customer centric culture and drive service excellence Challenge, identify and improve process Develop, design and implement the strategic aspects of operations Develop a culture which embraces change and promotes the right behaviors at all levels throughout the organisation Drive and implement strategies to continually improve customer experience Develop and lead an effective management team to deliver excellence across all activities Build and maintain excellent working relationships within the company and clientEnsures the systems, resources and support is in place to provide exceptional customer service and ensure all KPIs are achieved Drive the employee engagement strategy to ensure our people are motivated effectively to deliver exceptional customer service Customer satisfaction valuation and enhancement Responsible for Key Strategic Project Delivery as identified by Sr.GM I have 17 years experience in the contact center industry across both local and international clients, for the following industries: Insurance, E-commerce, FMCG; Currently Operation size: 110 agents, 2 operations managers, 7 team leaders and 8 support staff (Quality, Workforce Management, IT and Training) Show less

Century City

Responsible for a team of 180 FTE (agents and support) in the E-commerce environment dealing with orders fulfillment, complaints and account queries. 70% of volumes was voice and 30% email correspondence operating form 8am till midnight 7 days a week.Key responsibilities: Client RelationBudgetsStaff development HR processEfficiency gains Client KPI's

Bellville

Fully responsible for the department managed 12 team leaders and 210 loan processing agents. Ensured client KPI's where achieved and excidedCompliance checks in placeIncrease performanceReduce costs Customer Relations

Bellville

I was responsible for a team of 15 agents that processed personal loans.Key responsibility:Drive revenue targetsEnsure high quality standardsEnsure compliance was metStaff moral and motivationStaff coaching and development

Cape Town Area, South Africa

I was responsible for the following teams: Contact center: 25 FTEProcurement: 3 FTE Distribution centers: 60 FTE across Cape Town, Johannesburg and PretoriaCustomer Relations This was a start up company which closed down due to financial reasons

Cape Town Area, South Africa

Advance Certificate In Management, Business Administration And Management, General, Certificate

Activities and Societies: Completed the full 6 model program with Distinction General business management, topics covered: * Management.

Matric