Quaanita Johaadien

Head of Support | Contact Centre Operations | Customer Experience Leadership

• Accomplished and strategic Head of Support with full operational ownership of a 120-seat in-house contact centre for a leading ISP, delivering exceptional customer support across voice, chat, and email.
• Proven success in leading large-scale organisational change, including the consolidation of technical and billing support into a unified, customer-centric support model, reducing call transfers and improving first contact resolution.
• Accountable for departmental budget, recruitment, workforce planning, and end-to-end agent development through a structured progression framework. Directly lead 8 Team Managers and oversee specialist functions, fostering a high-performance, quality-driven culture. Additionally responsible for the Training and Quality Assurance functions of a sister 200-seat contact centre, ensuring consistency in standards and performance across both operations.
• Spearheaded the successful insourcing of the Support Centre in May 2024 and now driving innovation through automation and enhanced support tools to streamline agent workflows, accelerate onboarding, and elevate customer experience. Passionate about building scalable support operations that drive loyalty, efficiency, and revenue growth.

• Led the end-to-end customer retention strategy across all MWEB products and services, including the design and execution of the company-wide Churn Management Strategy.
• Directed daily operations of the Retention Department, managing a specialist Team Manager, inbound/outbound agents, and support/processing functions.
• Identified, developed, and implemented innovative practices to enhance retention, overseeing projects from concept through to post-implementation review.
• Partnered with business units on product design and service improvements, aligning offerings with customer needs, financial viability, and reduced support demands.
• Managed departmental income statements and drove revenue growth through effective retained revenue strategies.
• Closely monitored churn rates, proactively addressing risks to prevent escalation.
• Championed cross-departmental initiatives, improving collaboration and enhancing the overall customer experience.
• Increased customer retention through targeted strategies, personalized outreach, and loyalty program development, resulting in measurable improvements in satisfaction and repeat business.

• I have transferred from MWEB to Merchants, along with all roles, via an outsourcing agreement within the Dimension Data Group. In addition to all responsibilities in managing the Technical Call Centre Support functions, I now also take responsibility for the Client Relationship with MWEB.
• Engaging with all MWEB Departments, Management and Control of all Contribution Margin and Gross Profit impacting costs and projections.

• Lead 120 customer service advisors within a technical support Inbound and Outbound Voice, Written and Social Media Contact Centre
• Lead and Manage support and escalations teams across multiple providers and 3rd parties
• Lead and developed Management team of 18 across Team Manager, Assistant Call Centre Manager and Specialist Resourcing and Support Roles
• Manage and improve operational efficiency with inhouse supporting functions e.g. Quality Control, Workforce Management, Reporting, Training and Technical coaching
• Achieve standard and business critical Operational Targets i.e. Service Levels, Customer Satisfaction Scores, First Contact Resolution, Turnaround Times, Outage Response times, 3rd Party SLA Management, etc.
• Implementation of Customer Experience Initiatives and Metrics
• Increase operational efficiencies and resource (human and digital) productivity
• Motivation and Recognition of staff at all levels
• Implementation of Churn Prevention initiatives
• Develop and implement operational plans to support products launches and business changes
• Senior Management Reporting
• Develop and deliver departmental Zero Rated budgets for Y1 + 4 including Staffing Requirements, Opex and Capex Spend
• Ongoing process development and improvement of Recruitment, Training and Vesting of new staff and internal movements
• Engage cross departmentally to achieve desired customer experience outcomes

• Lead specialist team of 60 staff across various support and customer facing functions across various teams
• Ongoing improvement of 3rd party relationships and delivery to meet customer expectation
• Implement necessary administrative processes to support business product launches and changes
• Social Media Channel Management
• Implementation of Customer Retentions Business Processes
• Senior Management Reporting of Churn drivers and retention initiatives
• Managed training and coaching function for all contact centre staff across Inbound, Outbound calls/emails and Administrative functions
• Implementation of Customer Satisfaction After Call Survey

• Led and developed a team of support agents across Technical Support and Client Services Inbound Call Centres
• Led and developed 6 Team Managers
• Implementation of Quality Initiatives to drive customer satisfaction
• Implementation of Training interventions to drive resolution and limit escalations
• Implementation of operational efficiencies including output re negotiation, upskilling staff to work across functions during peak periods and call management techniques to reduce Talk Times
• Recruitment of customer facing of and junior management vacancies
• Achieve agreed Service Levels, Qualitative and other Quantitative metrics
• Soft Skills development to achieve customer service excellence business objectives

• Lead 190 customer service advisors within a technical support inbound contact centre
• Lead and develop a 15 strong management team
• Manage operational efficiency with in house supporting functions e.g. Quality Control, Workforce Management, Reporting and Technical coaching
• Implementation of daily management framework specific to Teleperformance
• Manage overall centre to aggressive client targets
• Ensure profitability of business operations
• Motivation and Recognition of staff at all levels
• Senior Management Reporting
• Client Relationship Management across 5 work streams
• Process ownership and implementation

• From October 2007 I fulfilled various roles within the HP Technical Support Business Unit of Teleperformance, while the account started up in Cape Town. These included the recruitment of all staff across the 200-seat contact centre. As this was the first Teleperformance presence in Cape Town with a large client, flexibility was key in responding to challenges identified to create a sustainable contact centre and align these requirements to the client objectives.
• Previous work experience is available on request but includes experience at Old Mutual from March 1999 to January 2002. In 2002 I traveled to the UK where I worked in various contact centre environments including Business to Business Sales, Business to Consumer Sales and Quality Control. After returning to SA in 2004, I joined Lufthansa Systems as a Supervisor in the Travel Industry, working in the Revenue Accounting and Pricing Distribution departments for an international client.

• Recipient of Best Dissertation Presentation, December 2013