Zafar (Zaf) Karrim

Responsible for the delivery and management of customer care support services, including front line and back office contact centres CBU & EBU.nd Enterprise areas.

Delivering on a world-class customer experience through the contact centre touchpoint while driving optimization and digital transformation into the business.

Monitor key output/performance indicators (NPS, first call resolution, volume reduction, response service levels, ENPS, digital deflection, etc.). In line with targets and drive performance.

Drive operational performance improvement (process, financial, service target enhancement, etc.) across all centers.

Managing day to day activities at a Vodacom outsourced Business partner as to ensure Business partner delivery on contractual requirements including Service levels, First call resolution (FCR) and Net promoter scores (NPS) and taking full responsibility in driving the business partner towards Vodacom’s strategic objectives.

Key tasks, responsibilities, and deliverables:

Service

Manage day to day delivery of Service level, First call centre and Net Promoter scores through Business partner engagement

Perform weekly and monthly account reviews for Business partner, focusing on the different lines of business.

Daily auditing of Vodacom operating rhythm at Business partner site, and assessment prepared and delivered to key stakeholders.

To coordinate issue resolution between Business partner and internal Vodacom stakeholders.

Review weekly staffing commitments and 6 month view ahead of recruitment pipeline

To practice financial prudence and structure operations to achieve efficiencies.

Review analytic tools and insights to proactively plan and implement for any issues ahead that will impact customer experience and metrics.