Candidate Profile

    Roo5088

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    About

    An experienced management professional with more than several years of demonstrated experience working in the financial services, BPO and FMCG industries. Proficient in project management, sales & marketing, digital marketing, economic research, EQ people management, stakeholder relationship, budgeting and strategy planning to successful execution.

    Proficient in

    Project managementSales and MarketingDigital MarketingEconomic ResearchEQ people managementStakeholder relationshipBudgeting and Strategy planning
    International

    Yes

    Availability

    Part-time or Full-time

    Experience

    8 years

    Previous Roles

    3

    Work History

    Area Manager (Sales and Marketing)
    Customer Experience Team Leader
    Senior Financial Sales Consultant

    Key Responsibilities in Most Recent Role

    Job Title: Customer Experience Team Leader

    8 years
    • Leading and managing a team of +- 50 customer experience consultants
    • Strong internal and external stakeholder relationship building and management.
    • Represent the customer to the rest of the business – Customer Advocate
    • Develop, contribute to and maintain the team and Contact Centre’s outputs and KPI’s
    • Excellent communication both oral and written
    • Coaching and developing consultants through continuous one-on-one sessions i.e. daily, weekly and monthly
    • Total performance management, monitoring and driving team targets
    • Attendance and leave management process and updating matrix
    • Manage and motivate consultants through different forms
    • Quality management/improvement through call evaluations for each agent weekly
    • Provide coaching and feedback to agents weekly
    • Ensure that all consultants meet adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).
    • Set key performance indicators for agents and review agent performance according to KPI’s in conjunction with Contact Centre Manager on a regular basis
    • Assist consultants in career development
    • Resolve daily queries
    • Compile reports and report on progress
    • Liaise daily with Workforce Management team to ensure effective resource planning.
    • Taking correct disciplinary measures where necessary
    • Assess and identify training needs
    • Promote service delivery
    • Escalate and manage customer queries as required
    • Coach staff on BTG/BPS policies and procedures
    • Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
    • Develop and gain approval of and execution of all deliverables
    • Ensure escalations processes are maintained and implementation of new processes with team buy in
    • Be proactive with own development using available learning resources on a daily basis.

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