Operations Manager

SAIHIL RAMPERSAD

ID : 901**********

ADDRESS : ** ******** ***** ***********

DURBAN,4093

DRIVERS LICENCE: Code B

CELL : 065-***-****

EMAIL : adncco@r.postjobfree.com

PROFESSIONAL SUMMARY

Call centre and operations manager adapted at call centre hiring, coaching and ongoing training to ensure compliance with operations regulations. Skilled at setting and meeting productivity goals. Specialize in conflict resolution and the timely preparation of operations and productivity reports. The ability to lead, manage and mentor an operational team to successfully deliver against critical, internal and external Key performance indicators and service level agreements. I am highly competent at evaluating, developing and implementing processes and procedures to deliver an efficient and effective service in order to minimise operational, financial and reputational risk. I am also an effective communicator with excellent interpersonal, negotiating and influencing skills. I am looking for a new challenge.

CORE SKILLS

● Familiar with the use and maintenance of dialler and dashboard tools

● Solid understanding of quality assurance practices

● Proficient in the preparation of monthly revenue reports,

● Strong ability to handle multiple tasks efficiently

● Solid verbal and written communications abilities

● Intermediate level experience in Microsoft Excel, Word, GAAP, Pastel Evolution, Sage

● Detail orientation, strong analytical skills, and strong process orientation and analysis skills

● Strong staff development skills, leadership ability and the ability to lead a high performance customer focused team

EXPERIENCE

1. Call Centre Agent (most recent)

Outworx Call centre

June 2020 – August 2020

● Outbound sales calls to UK customers

● Customer services

2. Business Operations Manager

GS Holdings (Pty) Ltd.

June 2016- June 2019

● Ensure that the day-to-day operations of a business run smoothly.

● Oversee the supervision of employees.

● Ensure safety regulations are adhered met.

● Motivate employees.

● Manage offices.

3. Call centre Manager

Big 5 Network (Pty) Ltd.

September 2013- May 2016

● Managed daily call centre operations.

● Developed and implemented staff training and mentoring programs.

● Implemented customer quality procedures.

● Dealt with customer issues in a courteous manner.

● Monitored staff calls for quality assurance purposes.

● Approved time off requests and prepared staff schedules.

● Provided initial training for each new call centre agent.

EDUCATION

2009 : Matric certificate (Bretton wood High School)

2011- Current : B.Com Financial Management (Unisa)

Modules passed :

+ Commercial Law 1A and 1B

+ Economics 1A

+ Accounting Principles, Concepts And Procedures

+ Economics & Management 1A and 1B

+ Business Management 1A and 1B

+ Elementary Quantitate Methods

INTERESTS

• Car Enthusiast

• Spending time with family

• Cooking

• Travelling

• Movies & Series

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