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Work Background
CapitaSenior Head Of Operations
Sep. 2015 - Dec. 2020Cape Town Area, South AfricaResponsible for Operational Delivery of multiple clients across Retail, Telco, Back Office and Utilities. Managing More than 12 service lines across multiple major UK brands through digital & traditional voice channels, including 1 further AI driven business processing client. Later responsible for several significant transitions of large scale UK operations to SA from internal/external providers. Key responsibility is to manage and deliver operational measures across each of the brands, whilst managing relationships between stakeholders, and deliver innovative solutions to support key performance measures. Highlights include:
- Delivering multiple new digital service offerings to support a omni-channel experience, achieving core StC inside 12 weeks
- Supporting significant Cost to Serve initiatives to reduce call propensity, manage call deflection, and increase traffic to new digital channels, reducing client cost and increasing service offerings - Managed delivery of first ever multi-skilled CS environment for DC estate
- Transitioned online web team from UK to SA
- Closedown of existing MVNO, and responsible for project management and operational launch of new MVNO proposition, exclusively managed in South Africa estate, as a result of positive historical performance
- Transitioning two major UK High street retailers to South Africa, driving an immediate improvement in service to customers, including signfiicant uplift in NPS performance, through developing customer quality frameowrks to focus on the customer needs
- Onboarded a Utilities technology business, focusing on technical queries and through onboarding process up to 200 FTE exceeding all agreed contractual metrics, during the start of a COVID lockdown in SA. At peak I was responsible for c650 FTE, managed by 2 Heads of Operations reporting to myself and significant leadership team, alongside a dedicated Quality support function & operational oversight team (1LOD)
CapitaOperations Manager - talkmobile
Dec. 2013 - Sep. 2015Cape Town Area, South AfricaHighlights Include: - Project managed initial implementation phase - Successfully managed pilot in line with StC expectations - Achieved key efficiencies in line with StC - Excelled in Customer Satisfaction measures, out performing sister site consecutively at NPS for 12 months
CapitaOperations Manager - O2 South Africa
Jan. 2013 - Dec. 2013Cape Town Area, South AfricaHighlights Include: - Specifically recruited to manage first ever O2 offshore contact centre - Achieved UK standard customer satisfaction metric within 3 months of arrival - Headcount increase from c60 FTE to 500 FTE over 12 month period - Managed planning/implementation of 500 FTE from Induction to BAU environment (O2) - Operationally managed/implemented ISO 90001 standard within 14 days, and successfully recommended for certification
Capita Customer ManagementOperations Manager - O2 Business
Jan. 2012 - Dec. 2012Dearne ValleyHighlights
- CCA Excellence Awards – Highly Commended in Best Business 2 Business Team of the Year category 2012
- Design/Implement solution of 30 FTE cost saving to client by launching multi-skilled environment across multiple platforms with annual savings
- Launch/integrate B2B Upgrades & Sales skill-set into Customer Service department
- Excel in Customer Satisfaction metrics & efficiencies
Capita Customer ManagementOperations Manager - O2 Cust Srv
Jul. 2010 - Dec. 2011Dearne ValleyHighlights
- Launched multi-skill technical specialist hand off department in Customer Service for c200 FTE
- Implemented/managed Gadget Wall project with latest technology available to staff with transfer telephony solution for advisor take call at Gadget Wall and take customer through process
- Continually achieve customer satisfaction metrics and excel with ALL efficiency measures
- Shared responsibility for c1800 FTE
VenturaTeam Leader
Jul. 2005 - Jul. 2010Dearne Valley- To manage and coach a team of 20 Customer Experience Advisors.
- Identify and create an outstanding customer experience
- Utilise and develop a range of coaching methods to help deliver excellent performance
- Excellent Verbal Communication Skills with own team, Operational & Senior Management.
- Support the achievement of contractual and compliance strategies through internal team monitoring. - Manage Contact Centre floor of 150 Advisors to maximise staff productivity to meet contractual business requirements.
- Manage Absence and Attrition
- Ability to monitor recorded and live telephone calls in line with agreed standards and use effective coaching & feedback methods.
- Motivate staff, set objectives and identify development needs.
- Effectively plan schedules that reflect business priorities in line with staffing level targets, including managing my own calendar to coincide with covering levels of management on contact centre floor.
- Chair regular meetings, including delivering presentations and business cascades on an individual and team basis.
- Hold monthly, and 6 monthly performance reviews with individuals and highlight any key issues and methods of improvement to be used going forwards.
- Identify requirements of the client and help to achieve/define objectives
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