Lira Liz John

My job with DMH involves the following duties;

 Managing the Call Centre in its day to day functions to be at par with the best in the customer service industry
 Advising the management on the targets and measurements for gauging the effectiveness of the call centre functions.
 Managing the documentations and reports of the Call centre on the basis of forecasting and analyzing the productivity in the daily functions of the call centre.
 Performance appraisal for the staff assigned in the call centre.
 Conducting regular Training Need Analysis on the existing staff and taking necessary measures based on the results.
 Participate in staffing, departmental and client based meetings as needed
 Mentoring and developing the staff to meet the targets as advised by the management
 Ensuring effective utilization of the resources available to provide quality service to the customer market in focus.

My employment with Sutherland Global Services included the following;
 Mentoring and developing new /existing staff to meet customer service and communication requirements.
 Assist Team Manger and management with any special projects assigned and provide backup to team manager.
 Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies / issues to team manager when necessary.
 Maintain professional working relationship with internal and external customers, customer service management and colleagues.
 Supports decisions made by Management and conveys positively to team members and other C/S locations.
 Perform quality assurance on work processed.
 Work effectively as part of a team to achieve individual, team and departmental objectives.
 Provide flexible support for team members and other teams and foster a positive and a motivating environment.
 Demonstrate a positive and flexible approach to changing business priorities.
 Gathering business requirements and analysis activities to facilitate continuous Improvement.
 Report to local management on progress of selected projects.