Gregory Naidoo

• Conducting regular performance reviews and taking corrective action when necessary to ensure desired service levels are met.
• Collaborating with other departments: Liaising with, marketing, IT, and human resources to ensure call center strategies align with broader company objectives.
• Drive achievement of sales targets across multiple LOBs through effective leadership and strategy execution.
• Lead Campaign Managers and Team Leaders, ensuring coaching, motivation, and career development of sales agents.
• Serve as the operational point of contact for clients, ensuring satisfaction and proactive resolution of issues.
• Monitor and improve campaign performance through data analysis, process refinement, and tactical adjustments.
• Monthly meeting with HOD for forecasting, scheduling, and resource allocation to meet campaign demands efficiently.
• Provide actionable insights through regular reporting and performance reviews with internal and external stakeholders.
• Lead initiatives to improve sales processes, adopt new technologies, and enhance customer engagement strategies.

• Manage day-to-day running of the campaign covering all key performance areas.
• Manage talk time through Team Leaders.
• Manage attendance through the Team Leaders with assistance from HR.
• Develop Team Leaders with assistance from Training Department.
• Maintain discipline, recommend and administer corrective action according to policy and procedures.
• Ensure Team Leaders keep proper documentation on all Sales Experts in the team.
• Responsible for the planning and management of leave rosters in conjunction with the Team Leaders.
• Provide reporting on all aspects of the campaign, to management on a daily, weekly and monthly basis as directed by the Contact Centre Manager.
• Create an environment in which the Sales Experts can feel motivated and achieve optimum results.
• Initiate, coordinate and roll-out incentive plans.
• Coordinate and roll-out of commission targets.
• Ensure adherence to sales processes.
• Stay abreast of new product development/ knowledge.
• Monitor and track Team Leaders' and Sales' targets.
• Resolve escalated Sales-related queries.
• Analyse individual Sales Experts' stats.
• Direct and schedule the weekly review session.
• Discuss Performance Management actions to be taken with specific Sales Experts – recommend coaching and development plan as well as PIP where relevant.

• Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
• Managed real-time inbound call traffic across multiple contact center locations.
• Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
• Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
• Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
• Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
• Managed overtime, shift swaps, breaks and PTO requests.

• Recognized top performers within the team through incentive programs, fostering a competitive yet collaborative environment in pursuit of shared goals.
• Provided ongoing training and coaching to the outbound sales team, enhancing their skills and performance.
• Improved sales processes by analyzing data, identifying inefficiencies, and recommending solutions.
• Led a high-performing sales team, consistently exceeding quarterly goals and expectations.
• Mentored junior team members to improve their skills, promoting a culture of continuous learning and development within the rewardsco upgrades campaign.

• Vodacom New line Sales and upgrades

• Vodacom and Cell C Upgrade agent