Andy Maboshego

· Ensure high-quality customer interactions through call monitoring, feedback, and coaching..

· Manage a team of 70+ customer service representatives and 5 Team leaders, providing coaching, training, and development opportunities

· Monitor and analyze key performance indicators (KPIs), such as first call resolution (FCR), average handling time (AHT), and customer satisfaction (CSAT).

· Employee and Business Client engagement, Afrizan BPO/Multichoice Management.

· Performance Management: Monitor and evaluate Team leader performance and adherence to business practices

· Oversee call center processes, including call handling, email, and chat support.

· Plan and manage staffing, scheduling, and resource allocation.

· Identify areas for improvement and implement process changes.

· Oversee the maintenance and upgrade of call center technology and infrastructure.

· Develop and deliver training programs to enhance agent skills and knowledge.

· Conduct regular performance evaluations and provide feedback.

· Ensure adherence to regulatory requirements, industry standards, and organizational policies.

· Identify and mitigate risks associated with call center operations.

· Provide leadership and guidance to the call center team

· Communicate effectively with stakeholders, including agents, customers, and senior management

· Coaching and Development: Provide coaching, feedback, and training to improve customer service skills and performance.Monitor and evaluate customer service representatives' performance.

· Performance Management: Monitor and evaluate customer service representatives' performance.

· Customer Service Strategy: Develop and implement customer service strategies to achieve customer satisfaction targets.

· Target Setting: Set sales targets and objectives for the team.

· Sales Performance Analysis: Analyze sales performance data to identify trends, opportunities, and challenges.

· Service Level Agreements (SLAs): Ensure adherence to SLAs and customer service standards.

· Process Improvements: Identify and implement process improvements to enhance customer experience.

· Customer Satisfaction Analysis: Analyze customer satisfaction data to identify trends and areas for improvement.

· Customer Issue Resolution: Ensure timely and effective resolution of customer issues.

· Customer Feedback: Collect and analyze customer feedback to identify areas for improvement.

· Customer Retention: Develop and implement strategies to improve customer retention.

· Quality Assurance: Monitor and evaluate customer service quality, providing feedback and coaching to representatives.

· Vehicle Inspection: Conduct daily vehicle inspections to ensure vehicles are roadworthy.

· Driver Check-in: Verify driver availability, licenses, and certifications.

· Fleet Planning: Plan and coordinate fleet operations, including route optimization and scheduling.

· Dispatch System: Utilize a dispatch system to assign vehicles, drivers, and routes.

· Dispatch and Logistics: Oversee dispatch and logistics operations, ensuring timely and efficient transportation.

· GPS Tracking: Monitor vehicle locations and routes cameras in real-time.

· Driver Communication: Establish open communication channels with drivers.

· Safety Briefings: Conduct daily safety briefings with drivers.

· Compliance Checks: Verify compliance with regulatory requirements (e.g., hours of service).

· Incident Reporting: Document and investigate incidents or accidents.

· Vehicle Maintenance Scheduling: Schedule routine maintenance and repairs.

· Defect Reporting: Document and address vehicle defects.

· Maintenance Records: Maintain accurate records of vehicle maintenance.

· Key Performance Indicators (KPIs): Track KPIs (e.g., on-time delivery, fuel efficiency).

· Driver Performance: Monitor driver performance (e.g., safety, productivity).

· Inventory Management: Manage inventory of parts and supplies, Monitor fuel consumption and costs

· Timekeeping: Manage driver timekeeping and payroll.

· Budgeting: Manage fleet budgets, ensuring cost-effective operations.

· Cost Control: Implement cost-control measures, reducing fuel consumption, maintenance costs, and other expenses.

· Financial Reporting: Provide financial reports and analysis, ensuring transparency and accountability.

· Innovation: Stay up-to-date with industry trends and innovations, implementing best practices and new technologies.

· Coaching and Development: Provide coaching, feedback, and training to improve customer service skills and performance.Monitor and evaluate customer service representatives' performance.

· Performance Management: Monitor and evaluate customer service representatives' performance.

· Customer Service Strategy: Develop and implement customer service strategies to achieve customer satisfaction targets.

· Target Setting: Set sales targets and objectives for the team.

· Sales Performance Analysis: Analyze sales performance data to identify trends, opportunities, and challenges.

· Service Level Agreements (SLAs): Ensure adherence to SLAs and customer service standards.

· Process Improvements: Identify and implement process improvements to enhance customer experience.

· Customer Satisfaction Analysis: Analyze customer satisfaction data to identify trends and areas for improvement.

· Customer Issue Resolution: Ensure timely and effective resolution of customer issues.

· Customer Feedback: Collect and analyze customer feedback to identify areas for improvement.

· Customer Retention: Develop and implement strategies to improve customer retention.

· Quality Assurance: Monitor and evaluate customer service quality, providing feedback and coaching to representatives.