BUSINESS IMPROVEMENT & INTELLIGENCE
DIGITAL SOLUTIONS GROUP
JUNE 2019 - PRESENT
Responsible for all CX items to drive new and existing business into greater or sutainable heights utilizing optimisation tools and insight. This comes with working alongside and the BI and Analytics team.
- Advise project leads or sponsors on key business process risks and issues impacting the business and project(s), providing workable solutions as required
- Use of available data to generate business insight through reporting including PowerBI, PowerPoint and Excel or any other preferred methods and views.
- Analyse, develop and implement current and new business processes and practices across the contact centre in line with business processes and procedures.
- Work with the Senior Management Team and central functions to deliver service excellence together, assessing operational performance against required process metrics.
CONTACT CENTRE MANAGER
DIGITAL SOLUTIONS GROUP
JULY 2018 - JUNE 2019
Responsible for managing all CX queues and overseeing the Teamleaders and their staff with the goal to meet our EEQ metrics (Efficiency, Effectiveness & Quality).
- Managing HR, Payroll and forecasts for all managed teams.
- Reporting on centre managed incidents and related brand requirements.
- Ensure that the Customer Experience team remains productive, motivated, informed and that a good relationship is maintained at all times with staff and management.
TECHNICAL SUPPORT MANAGER
DIGITAL SOLUTIONS GROUP
APRIL 2015 - JUNE 2018
Responsible for managing all CX Technical queues and overseeing over 40x Technical Service Agents.
- Managing Payroll and forecasts for all managed teams.
- Providing extensive Technical Support for products supported such as Domains, DSL, WiFi, Fibre, Swiping machines etc.
- Ensuring the service levels (SLAs) are reaching the required expectations with the necessary QA, training and coaching methodologies in place.
