I have more than 15 years鈥� experience in both South Africa and the United Kingdom across multi-site and multi-channel contact centres with core skills in the following key areas:
鈥� Design and implementation of customer access strategy across multi-site contact mediums i.e. voice, web, social media, multimedia into the Omni-channel
鈥� Calculating staffing requirements for demand and workload forecasting - including budget management
鈥� Understanding of the customer鈥檚 digital transformation roadmap with detailed initiatives in achieving their business goals and objectives
鈥� Workforce optimisation (WFO) along with its processes and methodology
鈥� Consulting and training on workforce managemen...
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