Cell C🌟 Customer Services Operations Manager | Strategic Leadership and Performance Optimization
Jan. 2015 - Dec. 2015Durban Area, South AfricaAs a seasoned Customer Services Operations Manager, I orchestrated the successful management of multiple departments, overseeing customer services, workforce management, training, and human resource vendors, leading a team of ~120 FTEs to achieve strategic business targets. KEY ACCOMPLISHMENTS: 📈 Customer Service Excellence:
Spearheaded strategic initiatives focused on employee retention, customer satisfaction, cost management, and IT systems enhancement.
Led an initiative to elevate customer service measurement, establishing team goals for KPIs, resulting in a notable increase in the Customer Satisfaction Index (CSI) from 74% to 83% within a 6-month period. 👥 Leadership and Organizational Change:
Motivated a team of 10 managers through the implementation of a performance-based incentive program, aligning productivity targets and KPIs with industry best practices.
Provided direction and guidance through coaching, mentoring, and feedback sessions, fostering a culture of continuous improvement. 🔍 Recruitment, Selection, and Training:
Fostered a high-performing workplace by recruiting top talent and planning human capital requisites.
Led HR initiatives, including interviewing, shortlisting, and training, in collaboration with stakeholders to replenish attrition and ensure minimal workflow disruptions. 💡 Innovation in Service Delivery:
Pioneered the use of self-service and digitized assisted services for tariff changes and current bill queries through the Cell C mobile app. IMPACT:
My strategic leadership and operational acumen have consistently driven positive outcomes, from improving customer satisfaction to implementing innovative solutions that enhance service delivery and operational efficiency