Summary
Overview
Work History
Skills
Additional Information
Timeline
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Tashrique Diedericks

Contact Centre Operations Manager
Cape Town

Summary

I am an experienced Operations Manager with more than 9 years in the BPO industry, specializing in managing high-profile clients in Aviation, Telecommunications, and Retail. With a strong background in customer service and sales, I am dedicated to nurturing talent and fostering internal growth, as I believe the foundation of exceptional operations starts from within. I excel in client relationship management and am adept at building strong, collaborative partnerships with stakeholders. My goal is to drive your company's success by delivering top-tier service and supporting sustainable growth.

Overview

11
11
years of professional experience

Work History

Contact Center Operations Manager

Concentrix
06.2022 - Current
  • Collaborated with cross-functional teams to drive continuous improvement efforts throughout the organization.
  • Enhanced center efficiency by implementing streamlined processes and procedures.
  • Managed a team of employees, ensuring proper training and development for optimal performance in their roles.
  • Provided regular feedback on employee performance, offering guidance and support for professional growth opportunities when needed.
  • Resolved escalated conflicts between staff members or customers effectively while preserving positive working relationships.
  • Oversaw daily center activities, delegating tasks as necessary to ensure smooth workflow and meet deadlines.
  • Coordinated staffing schedules, balancing both employee needs and business demands to maintain optimal coverage during peak hours.
  • Ensured compliance with company policies, industry regulations, and local laws within all aspects of center operations.
  • Increased customer satisfaction rates through consistent monitoring of service quality and addressing concerns promptly.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

Team Manager

Concentrix
09.2019 - 06.2022
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Led employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
  • Coached junior team members, improving their skills and confidence in their roles.

Contact Center Agent

Concentrix
02.2016 - 09.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Recommended products to customers, thoroughly explaining details.
  • Improved customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Debt Collection Agent

Anothony Richards & Associates
02.2014 - 01.2016
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Counseled debtors on payment options and arranged installment agreements.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.

Skills

Operational efficiency

Operations management

Data analysis

Staff development

Operations oversight

Workforce management

Problem-solving

Scheduling coordination

Additional Information

Brand knowledge

Vodafone UK (Telecommunications)

EasyJet (Aviation)

Yodel (Courier service)

Curry’s (Retail)

ID Mobile (Telecommunications)

Carphone Warehouse (Telecommunications/Retail)

Timeline

Contact Center Operations Manager

Concentrix
06.2022 - Current

Team Manager

Concentrix
09.2019 - 06.2022

Contact Center Agent

Concentrix
02.2016 - 09.2019

Debt Collection Agent

Anothony Richards & Associates
02.2014 - 01.2016

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Tashrique DiedericksContact Centre Operations Manager