Amanda Mpisane

Background

About Amanda Mpisane

I have worked in the contact center/ BPO industry for 10 years. As a team manager I work closely with the team, motivating and coaching them. Hosting 1-2-1’s and team meetings. Keeping up to date with business development and new product lines. Reporting to the Opeations manager. Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs. Ensure training and development plans are maintained for all team members. Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved. Manage the fair and consistent application of performance management and disciplinary measures as necessary. Support the Operations Manager to highlight operational risks and areas for improvement. Lead and inspire a team of customer service specialists to deliver excellent levels of individual/team performance and customer satisfaction. Support the operations to deliver business targets/ objectives and create a performance orientated culture. Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team. Work with the management team to identify and deliver positive change and business efficiencies. Deliver the allocated part of the operation within agreed budgets, service levels and business targets.