Summary
Overview
Work History
Education
Skills
Timeline
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Anand Selvaraj

Anand Selvaraj

Managing Executive
Queensburgh

Summary

Personal Profile I am an Indian male, 46 years of age. I am happily married and have two children. I am a leader in my local church and a chairman of a non-profit organization “Operation Compassion” I have a Certificate in Ministry; I find Theology fascinating and spend most of my spare time doing religious work and fund raising for the needy. I pride myself in being highly motivated and I am a go getter, challenges excite me as it allows me to explore new strengths. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

30
30
years of professional experience

Work History

Managing Executive

CCI
05.2015 - Current
  • Review performance metrics on a weekly basis and address service issues with relevant managers
  • Monitor service levels, customer experience, quality and compliance measures monthly and address inconsistencies
  • Devise and monitor the implementation of effective communication structures to ensure all teams understand the overall business performance and their impact on it
  • Motivate and manage performance of direct reports within the operation to ensure delivery of overall targets and business plan
  • Review monthly forecasts and plans
  • Review quarterly reports with direct reports and address areas of improvement
  • Ensure service levels are aligned to customer SLA
  • Identify opportunities and promote opportunities for growth of the account
  • Set a strategy for the development of the account and stay abreast of new practices and technologies
  • Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints
  • Approve best practice and continuous improvement plans and make recommendations based upon the employee and customer insight
  • Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM and WFM to create a cost-effective operation consistently achieving contact handling SLAs
  • Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience
  • Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
  • Deliver cost efficiencies and increase in Customer Satisfaction Scores
  • Manage the client relationship and requirements to ensure that teams are delivering against agreed targets
  • Approve the final forecast and analyses data against annual budget figures
  • Review rolling forecasts for 12 months and evaluate against other areas ensuring ongoing business viability and growth
  • Focus is on the ratification and approval of all resource plans and proposed continuous improvement initiatives and sharing these across the section
  • Sharing learnings with colleagues across the business in other sections
  • Impact focus is on Organic Growth: Business and campaign growth opportunities that will impact on the longer-term strategy of the business
  • Managing and maintenance of Client relationship
  • Role is about achieving operational excellence not the micro management of the operation.

Call Centre Manager

Cell C
08.2012 - 04.2015
  • And Responsibilities
  • Build & maintain solid & respectful relationships with each individual
  • Document performance agreements for each direct report
  • Intra-day & real-time (hourly) monitoring of KPIs
  • Daily extraction & distribution of team KPI stats
  • Acknowledgement & publicizing achievements of excellent-performers
  • Daily monitoring and documented coaching of under-performers
  • Deep dive into root cause of why KPI/target is not met and address immediately (involve Training, QA’s,
  • Manager and relevant stakeholders, if needed)
  • Weekly documented coaching/feedback on Supervisor performance
  • Ensure team meetings are scheduled (at least once a week) and held, with records of discussions distributed to all team members and line manager within 24 hours of the session
  • Conduct remote live listens of at least 3-5 calls per week per supervisory area
  • Conduct weekly mystery calls into the call center
  • Provide documented feedback on the above
  • Update staff personal files with daily coaching / feedback
  • Conduct monthly performance reviews and set SMART goals
  • Manage, motivate, coach and develop direct reports
  • Celebrate success and recognize the contributions of all team members
  • Assist in championing the need for continuous improvement
  • Ensure each consultant, Team Leader & Supervisor reads, clarifies & applies communication
  • Ensure pro-active scheduling of training activities
  • Ensure high standards of product knowledge and adherence to documented processes
  • Monitor and manage the resolution of customer complaints
  • Be always available to the team to assist with irate customers or customer complaints (if on break, organize a floor worker/stand in)
  • Take full ownership to resolve an escalated query (end-to-end) with ongoing follow up & feedback to the customer, until the query is 100% resolved
  • Drive a customer first culture across the team
  • Engage with Operations Team and ensure that strategic plans are executed consistently
  • Daily, weekly and monthly interaction with support departments to aid with the effective running of the contact center
  • Supporting Departments include;
  • Workforce Management
  • MI Department, Human Resources
  • Adcorp, Partner Staff)
  • Daily Management of Service Level Agreements
  • Daily Coaching & Mentoring of Operations Team
  • Involvement in Recruitment process
  • Engagement with Training for new staff and up skilling of current staff
  • Interaction with WFM to ensure that staffing requirements are in line with forecasts
  • Enforcing of company and client policies and procedures
  • Motivation of staff and management team
  • Reward and Recognition of staff and well as developing and running Reward and Recognition Programs
  • Talent management
  • Daily, Weekly and Monthly Performance Monitoring and reviewing
  • Identifying strengths, weaknesses, threats and opportunities and developing action plans to address these areas
  • Operational Budgets
  • Report analysis and generation
  • Ensure changes to products and processes are implemented effectively within the team and documented records of discussion held
  • Stay up to date with the relevant information and knowledge of all Cell C products, policies, procedures and processes
  • Drive FCR and ensure the achievement of expected quality scores on a daily, weekly and monthly basis
  • Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts
  • Ensure that the team meets productivity targets daily
  • Provide input to weekly & monthly reports as required by the Line Manager
  • Conduct crucial conversations (difficult discussions)
  • Apply progressive performance management, if and when applicable
  • Work closely with the HR Consultant to comply to the BCOE & LRA
  • Document all performance related discussions
  • Ensure accurate, valid & complete records as input to Disciplinary Enquiries
  • Conform and adhere to Safety, Health and Environmental legislative requirements
  • Report any health and safety concerns/incidents in the workplace to the manager / health and safety representative

Acting Call Centre Manager

Cell C/Merchants
09.2011 - 07.2012
  • Build & maintain solid & respectful relationships with each individual
  • Document performance agreements for each direct report
  • Intra-day & real-time (hourly) monitoring of KPIs
  • Daily extraction & distribution of team KPI stats
  • Acknowledgement & publicizing achievements of excellent-performers
  • Daily monitoring and documented coaching of under-performers
  • Deep dive into root cause of why KPI/target is not met and address immediately (involve Training, QA’s,
  • Manager and relevant stakeholders, if needed)
  • Weekly documented coaching/feedback on Supervisor performance
  • Ensure team meetings are scheduled (at least once a week) and held, with records of discussions distributed to all team members and line manager within 24 hours of the session
  • Conduct remote live listens of at least 3-5 calls per week per supervisory area
  • Conduct weekly mystery calls into the call center
  • Provide documented feedback on the above
  • Update staff personal files with daily coaching / feedback
  • Conduct monthly performance reviews and set SMART goals
  • Manage, motivate, coach and develop direct reports
  • Celebrate success and recognize the contributions of all team members
  • Assist in championing the need for continuous improvement
  • Ensure each consultant, Team Leader & Supervisor reads, clarifies & applies communication
  • Ensure pro-active scheduling of training activities
  • Ensure high standards of product knowledge and adherence to documented processes
  • Monitor and manage the resolution of customer complaints
  • Be always available to the team to assist with irate customers or customer complaints (if on break, organize a floor worker/stand in)
  • Take full ownership to resolve an escalated query (end-to-end) with ongoing follow up & feedback to the customer, until the query is 100% resolved
  • Drive a customer first culture across the team
  • Engage with Operations Team and ensure that strategic plans are executed consistently
  • Daily, weekly and monthly interaction with support departments to aid with the effective running of the contact center
  • Supporting Departments include;
  • Workforce Management
  • MI Department, Human Resources
  • Adcorp, Partner Staff)
  • Daily Management of Service Level Agreements
  • Daily Coaching & Mentoring of Operations Team
  • Involvement in Recruitment process
  • Engagement with Training for new staff and up skilling of current staff
  • Interaction with WFM to ensure that staffing requirements are in line with forecasts
  • Enforcing of company and client policies and procedures
  • Motivation of staff and management team
  • Reward and Recognition of staff and well as developing and running Reward and Recognition Programs
  • Talent management
  • Daily, Weekly and Monthly Performance Monitoring and reviewing
  • Identifying strengths, weaknesses, threats and opportunities and developing action plans to address these areas
  • Operational Budgets
  • Report analysis and generation
  • Ensure changes to products and processes are implemented effectively within the team and documented records of discussion held
  • Stay up to date with the relevant information and knowledge of all Cell C products, policies, procedures and processes
  • Drive FCR and ensure the achievement of expected quality scores on a daily, weekly and monthly basis
  • Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts
  • Ensure that the team meets productivity targets daily
  • Provide input to weekly & monthly reports as required by the Line Manager
  • Conduct crucial conversations (difficult discussions)
  • Apply progressive performance management, if and when applicable
  • Work closely with the HR Consultant to comply to the BCOE & LRA
  • Document all performance related discussions
  • Ensure accurate, valid & complete records as input to Disciplinary Enquiries
  • Conform and adhere to Safety, Health and Environmental legislative requirements
  • Report any health and safety concerns/incidents in the workplace to the manager / health and safety representative

Call Centre Operations Manager

Cell C/Merchants
03.2009 - 08.2011
  • Consult and review call centre scheduling with the assistance of the work force planning team
  • Plan and schedule resources to meet the productivity targets per shift
  • Ensure ongoing training of all call centre staff
  • Plan and schedule for the successful deployment of projects
  • Manage real time agent scheduling for optimal performance
  • Ensure policies and procedures are followed
  • Motivate and lead call centre team to deliver appropriate customer services versus SLA (1st line agents)
  • Ensure productivity meets targeted levels per shift
  • Real time interaction with operational management in the call centre to ensure efficient operations of all inbound voice customer contacts (inbound credit control, inbound retentions, inbound legal action)
  • Review the call centre stats in terms of overall performance of the call centre makes business decisions based on the data (call centre dashboard)
  • Receive and review monthly team reporting to facilitate ongoing training and continuous staff development
  • Receive and review process exception reporting in order to minimize risk exposure
  • Define best practice and conduct root cause analysis and provide input to reengineer processes to meet best practices
  • Ensure integrated approach with other call centre operation managers
  • Provide technical, procedural and policy guidance
  • Participate in the recruitment of specific staff for the call centre
  • Participate in handling labour relations issues with team leader or call centre manager e.g
  • Conduct disciplinary hearing, conduct coaching sessions
  • Provide input to training needs and identity training intervention for direct reports
  • Work closely with support services team to ensure needs are met

Process Specialist

Cell C
02.2008 - 02.2009
  • Map new or existing core business processes within the contact centre
  • Apply the relevant metrics to the business processes in the contract centre
  • Identify roles and responsibilities by assisting with the identification of Process Owners and Process Users for all business processes within the contact centre
  • Ensure when mapping processes that they comply with agreed policy, process, procedures and standards in this regard by reviewing and assuring the outputs that create or update process maps stored in the central repository
  • Identify ongoing process improvement opportunities
  • Develop appropriate management routines to manage & monitor adherence to implemented business processes
  • Re-design existing processes to significantly improve efficiency and effectiveness
  • Ensure all new changes or business processes are logged, tracked and implemented via the contact center’s change management process/pipeline
  • Provide accurate and timely response to process owners on business process enquiries and/or business process improvement opportunities
  • Ensure that the content of the process map has integrity (in terms of being current, accurate and complete) through sign-off by the Process Owners
  • Develop and proactively maintain expert levels of the Business Process Management product knowledge
  • Transfer of business process product knowledge, product training and technical product support in support of the Cell C process mapping tool, i.e
  • Control

Quality Assurance Team Leader

Cell C
10.2005 - 01.2008
  • Planning, organizing and the implementation of Call Quality Monitoring
  • Monitoring of the contact centre’ s quality in accordance to set performance standards and that it complies with legislation with regard to monitoring for quality and training purposes
  • Identify and implement Quality Monitoring process
  • Identify and implement training objectives, coaching and briefing for the call center, team leaders and agents
  • Report deviances from standard Quality Monitoring procedures to the respective call centre Managers with the contract centre
  • Evaluate Quality Monitoring processes and procedures for customer contact centre
  • Develop and maintain evaluation criteria
  • To participate in project and evaluation exercises within the call centre, other departments and external call centers in the sharing of best practices
  • To develop and maintain performance indicators, to address areas for improvement and trend analysis
  • To provide feedback /information to other departments as and when required to do so whilst working in conjunction with call center Managers and team-leaders to produce staffing justification reports to address coaching deficiencies
  • Implementation of monthly Plan Do Reviews (PDR) sessions, quarterly reviews and annual performance assessments
  • Raise the profile of the contact centre by demonstrating a positive approach
  • Perform additional duties as required from time to time
  • To identify call validation and call elimination opportunities
  • Provide proactive input to improve operations in the CCC through training, process improvements and risks
  • Manage, identify and minimize exposure to operational risk
  • Monitor, investigate and report all health and safety matters and incidents

Call Centre Agent

Cell C
11.2004 - 09.2005
  • Answer incoming calls
  • Conducts need assessments to identify, prioritize and resolve/refer queries and problems
  • Resolve and or escalate queries/problems within the agreed service level agreements
  • Refer incoming calls to the correct department for resolution
  • Log all calls received onto the system
  • Adhere to work schedule as the call centre is a shift environment
  • Provide feedback to customers regarding the progress of calls that have been logged
  • Perform any other related request

Sales Consultant

Game Discount World
05.1993 - 11.2004
  • Responsible for sales of airtime and cellular contracts
  • Responsible for stock maintenance
  • Responsible to provide customer service
  • Responsible to meet set daily/weekly and monthly targets and budgets

Education

Senior Certificate -

Protea Secondary School

Christian Life Training – South Africa Certificate in Ministry - undefined

Certificate in Project Management Techniques and Processes - undefined

Xpert Academy

Certificate in Leadership Foundation Programme – - undefined

Gordon Institute of Business Science

National Diploma - Call Centre Management

Skills

Coaching and mentoring

undefined

Timeline

Managing Executive

CCI
05.2015 - Current

Call Centre Manager

Cell C
08.2012 - 04.2015

Acting Call Centre Manager

Cell C/Merchants
09.2011 - 07.2012

Call Centre Operations Manager

Cell C/Merchants
03.2009 - 08.2011

Process Specialist

Cell C
02.2008 - 02.2009

Quality Assurance Team Leader

Cell C
10.2005 - 01.2008

Call Centre Agent

Cell C
11.2004 - 09.2005

Sales Consultant

Game Discount World
05.1993 - 11.2004

Senior Certificate -

Protea Secondary School

Christian Life Training – South Africa Certificate in Ministry - undefined

Certificate in Project Management Techniques and Processes - undefined

Xpert Academy

Certificate in Leadership Foundation Programme – - undefined

Gordon Institute of Business Science

National Diploma - Call Centre Management

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Anand SelvarajManaging Executive