Summary
Overview
Work History
Education
Skills
Timeline
Generic
Zafar (Zaf) Karrim

Zafar (Zaf) Karrim

Executive Head : Customer Care
Johannesburg

Summary

Dynamic leader with a proven track record at Vodacom, excelling in customer service and operations management. Spearheaded customer care transformation, enhancing customer experience and engagement. Skilled in workforce planning and relationship building, achieving significant performance improvements. Expert in driving business improvement and digital optimization initiatives.

Overview

9
9
years of professional experience

Work History

Executive Head of Department : Customer Care

Vodacom - Infinity Services Partner Company
01.2021 - Current

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.

Business Partner Account Manager

Vodacom South Africa
01.2016 - 12.2020

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.

Education

Postgraduate Diploma In Digital Business - Management in The Field of Digital Business

University of The Witwatersrand
Johannesburg, South Africa
04.2001 -

Skills

Customer Service

Business Improvement

Customer experience improvement

Performance Management

Cost Planning

Employee Management

Staff Management

Problem-Solving

Work Planning and Organization

Business development and planning

Relationship building and management

Operations Management

Resource Coordination

Training and mentoring

Policy Development

Vendor Relationship Management

Training and Development

QA

Workforce Planning

Customer Engagement

Timeline

Executive Head of Department : Customer Care

Vodacom - Infinity Services Partner Company
01.2021 - Current

Business Partner Account Manager

Vodacom South Africa
01.2016 - 12.2020

Postgraduate Diploma In Digital Business - Management in The Field of Digital Business

University of The Witwatersrand
04.2001 -
Zafar (Zaf) KarrimExecutive Head : Customer Care