Head of Accounts Operation
Xceed
Total years of experience :12 years, 4 Months
The primary objective is to drive the vision for consistency in customer support standards, also accountable for shaping and delivering the business’s customer service propositions in order to drive the overall performance of the department.
Also, to balance customer support strategy with delivery and champions for people management, performance management, and talent agendas, enabling excellence in customer service delivery, upholding a consumer-centric focus and mind-set of surpassing departmental expectations.
Oversee cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.
• Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
• Responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
• Deliver cost efficiencies and increased in Customer Satisfaction Scores.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
• Work closely with HR, CC support, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.
• Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation
• Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.
• Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
Lead real time management (RTM) team to align forecasts with scheduling and implement execution plans. Ensure completion of the project under strict time and budget constraints by monitoring and controlling man-hours and expenditures against project budget. Assure end-to-end co-ordination between cross-functional teams to process purchase request/order in accordance with company policies and standards. Provide guidance to resource planners’ team, analysts and all staff working within the central resource. Support the operational directors of each segment to ensure alignment between customer operations strategic plans, priorities, and the rest of the organisation while escalating misalignments.
• Controlled costs, drive service excellence, and mitigated risks; gain increased value from vendors throughout the deal life cycle by leading vendor management section with du customer operations.
• Optimised cash flow and liquidity position by administering overall financial decisions made by the customer operations senior management team.
• Developed plans to save annual costs by 20% and project execution strategies for offshore partners.
• Forecasted call drivers such as marketing promotions, announcements and IVR changes to build and maintain contact and AHT forecasts across all queues within Contact Centre; forecasted customer demand for both in-house and outsourced partners and streamlined forecasting process for rolling forecast.
• Maximised forecast accuracy up to 90% by implementing an execution of forecasting methodology.
• Built accurate daily, weekly, monthly and quarterly staffing requirements at a site and tier level for each queue; achieve service performance goals reduced additional costs, and ensure sustained business gains.
• Ensured continual improvements in staffing decisions and service delivery in meeting call traffic demands by executing “what if” business scenario planning.
• Partnered with training and real time management teams to provide targets for off-call activities at required intervals, including coaching, meetings, and training sessions.
• Designed, developed and executed national systems to track workforce for seamless business operations.
Conducted services conformance and exceeded clients' and end users' requirements and expectations. Aligned processes, resources-planning and co-department goals with overall company strategy. Fostered partnership with MSP and vendors to look for new business model of outsourcing operations.
• Led organisational reviews to identify strengths and weaknesses and evaluate operational effectiveness.
• Drove cost optimisation and enhanced customer experience through operational excellence and continuous improvement.
• Directed strategic initiative to reduce cost and serve per customers/interaction.
• Processed purchase request and purchase order to ensure compliance with company standards and policies by leading and supporting end-to-end coordination and follow up within Customer Operations teams and externally with HR-OD.