Nangamso Stella Hadi

- Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals), ensuring th consistent achievement of all financial and operational KPI's across the site

- undertake formal monthly performance reviews and one-to-one meetings with direct reports against KPI's and behaviors

- Responsible for accurate tracking of costs related to, or billable to, the client

- Management of any client escalations relating to performance

- Prepare, analyze and present data to the client as part of our weekly, monthly and quarterly business reviews

- Initiate Team Leader disciplinary hearing and chair the business disciplinary hearings from other campaigns

-Recruit and hire Team Leaders

- Prepare and present the campaigns headcount, ratios, leavers and their reason's for leaving to establish with stakeholders whether we need to hire more staff or no

*please not this list is not exhaustive

• Contribute towards the development of customer service strategies, policies and procedures
• Handle all customer financial details such as billing information with relevant integrity and confidentiality
• Develop and implement operating plans in line with customer service strategies, policies and procedures
• Ensure compliance with customer service policies, procedures and operating plans and highlight operational risks and controls. Proactively take relevant action where necessary
• Set customer service and targets (qualitative and quantitavie) for the business unit and integrate with other business areas in order to achieve service level standards
• Manage the operational relationship and SLA
• Manage performance of staff according to best practice including:
• Set performance standards ( Key Performance Areas, Key Performance Indicators)
• Ensure performance measurement is carried out correctly and regularly
• Ensure skill and knowledge gaps are identified
• Ensure training and development plans exist and are followed
• Develop career paths
• Motivate and lead the team
• Continuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented
• Manage customer service activities in line with agreed performance measures and operating budgets
• Ensure engagement levels are driven within the operation to maintain a strong people focus operating model
• CBI trained - assist with staff recruting both internal and external

• Managed and archived quality documentation and participated in internal and external quality audits.
• Improved quality processes for increased efficiency and effectiveness.
• Developed and deployed production control plans and created work instructions and procedures.
• Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
• Updated quality control standards, methods, and procedures to meet compliance requirements.
• Increased customer satisfaction through adherence to quality standards and customer requirements.
• Provided observations, took measurements, and performed tests at various stages according to quality control plan.
• Liaised with HR manager to organize and perform quality standard training for new and existing staff.
• Applied coaching techniques and tools to support managers and team members in improving performance.
• Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Built strong relationships with customers through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Mentored and guided employees to foster proper completion of assigned duties.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Held weekly team meetings to inform team members on company news and updates.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Collected, arranged, and input information into database system.
• Evaluated staff performance and provided coaching to address inefficiencies.