Wynne Davids Email & Phone Number

Cape Town, WC, ZA

• Manage 3 LOB with a Head count of 500
• Drive service delivery in order to meet the required SLA’s including Customer experience, conversion, Sales, Quality, TAT, compliance and escalation resolutions
• Drive hours delivery ensuring attainment and required PCA
• Ensure the achievement of the financial targets by delivered billable hours.
• Ability to take data/inputs and develop learnings about what the data holds
• Analyze data for insight generation to determine the most valuable opportunities to improve performance and redesigning digital experiences to deliver the output

Cape Town Area, South Africa

Determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost analysisAccomplish human resource objectives by recruiting, selecting, orientating, training, coaching, counselling, and communicating job expectations for a team of 17 direct reports and 170 indirect reportsIdentify and establish.

Cape Town, South Africa

Coach, lead and monitor the performance of the team to deliver key business objectives and meet outcome measuresDevelop and maintain strong relationships with key internal and external stakeholdersUnderstand key outcome measures and identify opportunities to continuously improve the admin team performanceEnsure compliance with sales and implement action.

Cape Town, South Africa

Lead the performance of 20 customer service consultants to meet targets and ensure adherence to standard operating proceduresMotivate and engage team members by applying effective people management processes and practicesConduct staff assessments of competence against role standards and criteriaCreate streamlined and optimised service delivery for all.

Cape Town, South Africa

Execute an exceptional customer service strategy, ensuring SLAs are achievedProvide leadership for the team by inspiring them with the company’s vision, setting clear objectives, and motivating them to deliver the best level of service Lead, coach, and train customer service team membersAssess daily and weekly service levels and quality and implement.