MARCELL LE ROUX

● ✔ Leadership & People Development – Coaching, mentoring, and training at all levels, including team leaders.

● ✔ Operational & Site Performance Management – NPS, Trustpilot, and customer satisfaction accountability.

● ✔ Real-Time (RT) Management – Live performance monitoring and operational efficiency.

● ✔ Customer Experience & Quality Assurance (QA) – Complaint resolution, service excellence, and process improvement.

● ✔ Performance Analytics & Reporting – KPI tracking, workforce forecasting, and data-driven decision-making.

● ✔ Process Optimization & Change Management – Driving efficiencies and continuous improvement.

● ✔ Stakeholder & Cross-Functional Collaboration – Engaging senior leadership and multiple departments.

● ✔ Crisis & Escalation Management – Service recovery, problem-solving, and issue prevention.

Team Supervision: Lead and supervise a team of agents, ensuring that they meet performance targets and deliver high-quality customer service.

Coaching and Mentoring: Provide guidance and support to team members, offering coaching and mentoring to enhance their skills and resolve any challenges they may face.

Performance Monitoring: Track and assess individual and team performance metrics, providing regular feedback and conducting performance reviews.

Training Facilitation: Assist in training new team members and facilitate ongoing training sessions to keep the team updated on policies, procedures, and best practices.

Conflict Resolution: Address and manage any disputes or issues that arise within the team or with customers, ensuring timely and effective resolutions.

Communication: Foster open communication within the team and relay important information from management to agents, ensuring everyone is aligned with goals and objectives.

Motivation and Engagement: Encourage team morale and motivation through recognition, team-building activities, and a positive work environment.

Workforce Management: Help manage schedules and address staffing needs to maintain optimal service levels during operations.

Reporting: Compile and present performance data and feedback to management, highlighting successes and areas for improvement.

Support Process Improvements: Collaborate with management to identify opportunities for increasing efficiency and effectiveness within the team and overall call center operations.

Team Supervision: Lead and supervise a team of agents, ensuring that they meet performance targets and deliver high-quality customer service.

Coaching and Mentoring: Provide guidance and support to team members, offering coaching and mentoring to enhance their skills and resolve any challenges they may face.

Performance Monitoring: Track and assess individual and team performance metrics, providing regular feedback and conducting performance reviews.

Training Facilitation: Assist in training new team members and facilitate ongoing training sessions to keep the team updated on policies, procedures, and best practices.

Conflict Resolution: Address and manage any disputes or issues that arise within the team or with customers, ensuring timely and effective resolutions.

Communication: Foster open communication within the team and relay important information from management to agents, ensuring everyone is aligned with goals and objectives.

Motivation and Engagement: Encourage team morale and motivation through recognition, team-building activities, and a positive work environment.

Workforce Management: Help manage schedules and address staffing needs to maintain optimal service levels during operations.

Reporting: Compile and present performance data and feedback to management, highlighting successes and areas for improvement.

Support Process Improvements: Collaborate with management to identify opportunities for increasing efficiency and effectiveness within the team and overall call center operations.

📌 Key Responsibilities:

• Assisted the Store Manager in overseeing daily store operations, ensuring smooth and efficient functioning across all departments.
• Supported staff supervision, including scheduling, task delegation, and performance monitoring.
• Maintained optimal stock levels, coordinated with suppliers, and ensured effective stock rotation and inventory control.
• Ensured exceptional customer service by resolving customer queries, handling complaints, and leading by example.
• Assisted in merchandising and visual displays, adhering to brand standards and promotional campaigns.
• Monitored cash handling procedures, including register reconciliation, deposits, and loss prevention protocols.
• Helped recruit, onboard, and train new employees, fostering a positive and productive work environment.
• Ensured the store complied with health, safety, and hygiene regulations at all times.
• Analysed sales data and KPIs, identifying areas for improvement and assisting in the implementation of strategies to meet targets.
• Took charge of store operations in the absence of the Store Manager, ensuring business continuity.