Dennis Ochieng

Perfomance Management.
Evaluating agents performance on a weekly basis and conducting a formal review of the performance with the agent.
Participating in the morning briefs with the managers to discuss previous day performance and areas of focus for the day.
Marking Attendance and manage adherence of agents on the floor.
Conducting morning briefings and hurdles with the team.
Ensure all down time logs for the day are updated.
Hourly monitoring and Reporting of Perfomace
Escalate and Follow up on customer queries with IT and back office.
Compilation of weekly Reports.
Having and documenting performance discussion with agents on a weekly basis.
Participating on one on one TL Perfomance review with the manager.
Preparation of monthly reports and posting on Gdrive.
Compilation of Monthly report on Gdrive.
Plan and organize the reward and recognition programmes to recognize top perfomers, agents who have made considerable improvements and initiatives.

Perfomance Management of agent
Perfomance development of team agents
Team buiding and motivation of agents.
Managing productivity of the whole collections.

Develop positive relationships with customers and co-workers.
Handling and resolving a range of customer contacts.
Record a range of customer contacts.
Meeting the set performance standards
Adhering to customercare outbound schedule and professional attitude.

Supervises and coordinates a group of customer service executives.
Manages adherence of scheduled staff to adequately handles calls/task volume on any given product at any point in time.
Supervises personnel activities ofstaff(i.e;coaches, trains, appraisals, rewards, motivates, discipline, recommendterminations as necessary, etc)
Conducts real time monitoring of personnel activities and take appropriate action.Keep management informed of and client informed about sudden deviations from Business As Usual situations(i.e, spike in call/Task volumes, highabseentism) and take appropriate action to minimize revenue leakage.
Identifies and provides input for staff training and development.
Ensure that the taeam have all necessary tools and skills to ensure that they can deliver excellence.
Acts as a point of escalation for any customer issue that are complex and lenghly to address.
Setting goals for the team and making a review on a weekly and monthly.
Documenting Team’s performances on a monthly basis.

Supporting and providing superior service through phones as a receiver.
Use questioning and listening skills that support effective telephone communication.
Dealing effectively with job stress, angry callers and upset customers.
Handling special tasks like call transfers, takingmessages, callbacks, holds, interruptions and unintentionally connects.
Time flexibility, towards shifts as per work floor requirements.

KEY ACHIEVEMENTS
FEBRUARY 2014-JULY 2014: Project Management.
Handling of Airtel Directory Services at the call centre that was launched in July 2014.I handled the project from its inception, training, soft launch until its live launch..Upto date I am the Team Leader of 18 agents handling Airtel Directory services at the call centre.
FEBRUARY 2014 to date: Occupational Safety and Health committee.
Vice-chairman of the occupational Safety and Health committee at Ison.The committee is tasked with ensuring that the work place is free from all health hazards.