Caryn Jacobs

Team Leader role:

• Working closely with the Ops manager and MD
• Managing a team of 16 agents
• Outbound and inbound Team Leader
• Creating and updating scripts for various campaigns
• Creating and presenting PowerPoint presentations (BRM's)
• Creating step-by-step guides for campaigns
• Taking minutes for all meetings that I attend and emailing them to the necessary parties
• Upskilling junior agents into intermediate and senior agents
• Monitoring KPIs for all agents in my team
• Updating daily, weekly, and monthly reports and providing constructive criticism on areas that need attention
• Coaching, guiding, and counseling
• Quality assurance
• Creating and implementing ideas and solutions to improve my department and the business
• Hiring and firing staff (within legal grounds)
• Managing my own budgets

Contact Center Manager (local and international):

• Currently completing my LMI Course (Leadership Management International)
• All of the above including the following
• Managing an overall team of 28 (2 x TL's and 1 trainer, the balance is agents)
• Managing 2 local campaigns at the same time including 2 international campaigns
• Managing 5 USA campaigns at the same time
• Managing POC's (for 1, 2 & 3 month stints - sometimes longer)
• Liaising directly with all the clients local and international, both in person and via various online platforms (Zoom, Teams, Slack)
• Updating and reviewing reports (ensuring the teams are meeting their KPI's)
• Keeping track of attendance and adherence
• Coming up with innovative ideas and ways to improve the campaign, the team and the business
• Assisting with events/fun days for family and staff
• Updating EE file and OHS file

• Loading the clients' data to be processed for approval
• Liaising with creditors on behalf of the clients
• Generating proposals for the creditors on behalf of the clients
• Restructuring and reworking the data to comply with the creditors' requests and the clients' legal obligations
• Working hand in hand with the Debt Counselor and with the magistrate's office
• Updating and managing exclusive clients' portfolios worth R 8000.00 or more
• Managing a queries department of 23 agents
• Finding the problems and solving them to clients' satisfaction
• Probing clients to remain under the program
• Ensuring the cancellations have been processed accordingly

• Diary Management
• Answering a busy switchboard
• Meeting and greeting candidates and clients
• Liaising with all managers and staff via email
• Sending and receiving of courier parcels
• Assisting recruitment with references for candidates
• Booking flights for CEO and management
• Receiving, escalating, and resolving all queries.
• Conducting presentations for new ideas
• Responsible for company functions and events

• Filing
• Sales Assistant
• Ordering of stock
• Answering the branch telephone
• Communicating with all branches and management via email
• Completing daily attendance register
• Faxing
• Signing off all documentation
• Opening and closing sho