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wilhemina tlhakanye
Call Centre Manager at Dimesion Data
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Show profile Hide profile09/2006 - Current Call Centre Operations Manager at Dimension Data
Occupation Call centre management
Duties Formulation of strategies to ensure that the Service level agreement is met as set out in the contract by the client.
Planning and Management of a call centre of about 900 seats.
Manage the Service Level Agreements, monthly reviews and performance tracking and follow-up actions for all.
Monitor and analyze the availability of systems as well as system problems.
Understanding of the business drivers in an outsourced call centre
Manage Team Leaders/Managers - Explain targets and take accountability for the monitoring and achievement of performance objectives.
Bi-annual performance reviews (PDS) carried out with TLs.
Spot checks of Team Leaders and agents to ensure they are managing performance and their teams in the most effective manner.
Identify training needs and development for Team Leaders and agents.
Track attrition and absence levels for overall teams; flag any areas of concern (e.g. high Average Handle Time) to Senior Managers (i.e. risk management), identify and action to minimize inefficiencies to business.
Experience in reading and interpreting call centre MIS
Ensure that the support structures like Quality, HR, IT, workforce management and training are properly co-ordinate to support the overall objectives of the operation.
Build rapport with all across the business, to ensure operational success, stability and growth.
Conduct interviews for new Team Leaders.
Put together the job specifications for the service providers to supply us with staff should we need to hire more agents, simply to ensure that we get the caliber of consultants that will fit the culture within our environment.
Run induction sessions for new hire.
Run weekly meetings with team leaders.
Conduct 1 to 1 with team leaders on a weekly basis to discuss performance and their development plans.
Delegate to subordinates and ensure that it is followed up on.
Evaluate and train/coach staff regularly
Ensure that all staff adheres to company policies and procedures
Attend to client escalations
09/2006 - Current Call Centre Operations Manager at Dimension Data
Occupation Call centre management
Duties Formulation of strategies to ensure that the Service level agreement is met as set out in the contract by the client.
Planning and Management of a call centre of about 900 seats.
Manage the Service Level Agreements, monthly reviews and performance tracking and follow-up actions for all.
Monitor and analyze the availability of systems as well as system problems.
Understanding of the business drivers in an outsourced call centre
Manage Team Leaders/Managers - Explain targets and take accountability for the monitoring and achievement of performance objectives.
Bi-annual performance reviews (PDS) carried out with TLs.
Spot checks of Team Leaders and agents to ensure they are managing performance and their teams in the most effective manner.
Identify training needs and development for Team Leaders and agents.
Track attrition and absence levels for overall teams; flag any areas of concern (e.g. high Average Handle Time) to Senior Managers (i.e. risk management), identify and action to minimize inefficiencies to business.
Experience in reading and interpreting call centre MIS
Ensure that the support structures like Quality, HR, IT, workforce management and training are properly co-ordinate to support the overall objectives of the operation.
Build rapport with all across the business, to ensure operational success, stability and growth.
Conduct interviews for new Team Leaders.
Put together the job specifications for the service providers to supply us with staff should we need to hire more agents, simply to ensure that we get the caliber of consultants that will fit the culture within our environment.
Run induction sessions for new hire.
Run weekly meetings with team leaders.
Conduct 1 to 1 with team leaders on a weekly basis to discuss performance and their development plans.
Delegate to subordinates and ensure that it is followed up on.
Evaluate and train/coach staff regularly
Ensure that all staff adheres to company policies and procedures
Attend to client escalations
