Servicing and Maintenance of Pudo LockersInstallations of Pudo lockers at approved sites.

Monthly Management and Metrics Reporting.Calibrate monthly team shift roster.Conducting recruitment interviews.Disciplinary/Performance management set out by HR policies.Conducting monthly team meetings.Team Leaders Coaching and Mentoring.Conducting monthly Coaching Sessions with each entry level staff member.Implementing processes, new strategies and operations.Designing training material for new products and processes.Design and implement Team Development programs. i.e Leadership programs.

KPI reports – weekly/monthly reports.Ensuring Team reach SLA targetsDaily Quality reviews for each shift for all the consultants.Conducting formal training sessions for new staff or new product knowledge for current staff.Facilitating daily team meetings.Handling difficult queries and assisting staff with difficult queries.Managing the overall flow of the floor.Managing and Monitoring Team break times.

- Technical Service Department• Assessing calls for all agents driven by a set target.• Assessing Team Leader and Product Specialist calls.• Monthly analysis report on departmental observations and action plans for each area of development within the department.• Formal written feedback to all relevant supervisors and managers.• Customer service Index validations driven by a daily target ensuring compliancy.• Ensuring accurate filing and archiving of each agent’s commitments towards future goals. • Monthly Impact Analysis which involves strategic monthly action plans focusing on process design and Quality aspects.• Analysing CSAT weekly surveys and calibrating directly with the client.• Monthly formal Coaching sessions for all agents focusing on their individual areas of developments.• Monthly Councelling sessions.• Monthly quality calibration with Team Leaders and Trainers.• Compiling monthly product knowledge tests for the Product specialist/Trainer.

- Lexmark Printing Campaign• Assessing calls for all agents driven by a set target.• Assessing Team Leader and Product Specialist calls.• Monthly analysis report on departmental observations and action plans for each area of development within the department.• Formal written feedback to all relevant supervisors and managers.• Customer service Index validations driven by a daily target ensuring compliancy.• Ensuring accurate filing and archiving of each agent’s commitments towards future goals. • Monthly Impact Analysis which involves strategic monthly action plans focusing on process design and Quality aspects.• Analysing CSAT weekly surveys and calibrating directly with the client.• Monthly formal Coaching sessions for all agents focusing on their individual areas of developments.• Monthly Counselling sessions.• Monthly quality calibration with Team Leaders and Trainers.• Compiling monthly product knowledge tests for the Product specialist/Trainer.