Brief Description

To support the Contact Centre management team from a technology and systems perspective to ensure compliance throughout the contact centre. To create visibility across the business on the systems challenges that reduces the contact centres ability to provide exceptional customer service. Responsible for providing key analytical services to the contact centre in relation to performance and reporting on a daily, weekly and monthly basis.

Key Responsibilities

  • Develop and deploy a change control methodology for contact centre :-
    • Deliver signed off methodology.
    • Conduct weekly status meetings to review progress and issues.
    • Distribute project plan updates to the contact centre management team.
    • Maintain an ‘issues list’ and review progress weekly.
    • Define critical path events and focus the team on issues if the schedule is in jeopardy.

  • Operational Improvements & Enhancements (processes) :-
    • Make recommendations for improvements in systems and processes when identified.
      • Provide feedback reports on performance to Management.
    • Make use of new techniques to continually improve the Quality of the CC.
    • Communicate RCA to management with a defined action plan.
      • Follow up and provide feedback on the progress made on all action plans.
    • Contribute to the development of new or amended processes and techniques continually.
    • Manage the systems changes, downtimes and communicate with IT and ensure minimal contact centre impact.
    • Attend and represent contact centre in the relevant forums to create visibility on current system, product and process deficiencies.
    • Manage the critical areas of development that affect the customer experience.
    • Understand the system inputs and outputs.
    • Provide insight to system capabilities.
    • Interface between the business and Technical around the ERP requirements.
    • Provide insight into the reporting required for ERP.

  • Data Management and Feedback :-
    • Integrity of Management information systems.
    • Focus on achieving a learning organization and always perceptive to new ideas and new ways of thinking.
    • Contribute to the creation of a community of best practice.
    • Monitor levels of awareness and action i.e Highlighted errors.

  • MySQL Development / Analysis :-
    • Develop Daily / Weekly / Monthly reports.
    • Deliver hourly FTP file exports from MySQL Database.
    • Integrate MySQL reporting into Excel data tool to effectively produce reports in Microsoft Excel.

  • Business Continuity :-
    • Drive best practice, continuous improvement and innovation at process and procedure level.
    • Consider local conditions, as well as competitor activity in the management of systems that support the contact centre.
    • Proactively identify potential areas of risk and put contingency plans in place.
    • Create and maintain the business continuity plans for all areas within customer service.
    • Create and maintain an active portal where all projects and information is stored.

  • Customer Satisfaction :-
    • Understand customer needs and develop and fine-tune systems accordingly.
    • Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures.
    • Put contingency plans in place to prevent delays and enhance the customer experience.
    • Adopt a proactive approach to prevent problems from arising in the future by meeting weekly with all stake holders that influence contact centre volumes.
    • Drive continuous improvement as an important element of service delivery.

    • Key Achievements

    • Successful implementation of Genesys Telephony System.
    • Creation of a reliable reporting network.
    • Creation of the agent schedule view on tracking system.
    • Roll-out and implementation of Customer Surveying System (Eyerys) within Customer operations.
    • Simplifying and Improving of the commissions payments report.

    Reason for Leaving

    Retrenchment due to company closure.