Open to opportunities

Callum Scholtz

@callumscholtz

Message

I am a seasoned contact centre leader driving operational excellence, coaching, and SLA-focused performance.

South Africa

Message

What I'm looking for

I am looking for an Operations Manager role in a high-volume BPO where I can lead teams, improve processes, drive SLA performance, and foster employee engagement through data-driven coaching.

I am a seasoned contact centre professional with over 13 years of progressive experience in customer service, quality assurance, team leadership, and project management. I am passionate about improving processes and employee engagement in high-volume, deadline-driven environments.

As Lead Assistant Manager, I oversaw KPIs including NPS, CSAT, quality assurance, attendance, attrition, AHT, ACW and shrinkage, managed multiple lines of business and led a span of seven team leaders (approximately 90 reps). I designed and implemented coaching plans, analysed call trends, prepared performance and compliance dashboards, and reported to AVPs to ensure consistent delivery of performance targets.

I am seeking to leverage my leadership, operational reporting and people management skills into an Operations Manager role where I can drive SLA adherence, foster employee engagement, and deliver measurable improvements in performance and customer experience.

Experience

Work history, roles, and key accomplishments

Lead Assistant Manager

EXL Service

Jan 2023 - Jan 2025 (2 years)

Oversaw KPIs including NPS, CSAT, QA, attendance, attrition and sales metrics while managing a span of 7 team leaders (~90 reps) and coordinating with AVPs to ensure consistent delivery of performance targets.

Team Leadership Coaching Workforce Management performance reporting Quality Assurance Salesforce CRM MS Office

Assistant Manager - Operations

EXL Service

Jan 2021 - Jan 2023 (2 years)

Managed operations and SLA adherence across multiple lines of business, implemented coaching plans to improve agent performance, and partnered with WFM to optimize AHT, ACW and shrinkage.

Operational Management SLA Coaching AHT ACW Reporting Cross Functional Collaboration

Quality Compliance Analyst

EXL Service

Jan 2017 - Jan 2021 (4 years)

Conducted quality assurance and compliance monitoring to improve service quality and supported reporting and scorecards that informed coaching and performance improvement initiatives.

Quality Assurance Compliance Monitoring Reporting Coaching CRM Process Improvement

Call Centre Consultant

EXL Service

Jan 2015 - Jan 2017 (2 years)

Advised on call centre processes and performance improvement, supporting high-volume BPO operations and contributing to initiatives that enhanced agent productivity and SLA compliance.

Process Improvement Performance Analysis Coaching SLA Reporting Stakeholder Management

Call Centre Agent

RCS Group

Nov 2014 - May 2015 (6 months)

Assisted customers with credit queries, billing and account updates, achieving high first-call resolution while maintaining service quality targets.

Customer Service Call Resolution Billing CRM Empathy Compliance MS Office

Telesales Agent

Merchants

Jun 2013 - Oct 2014 (1 year 4 months)

Executed outbound and inbound sales campaigns, consistently exceeding daily and monthly sales targets under tight deadlines.

Telesales Outbound Sales Lead Qualification Closing CRM Communication Time Management

Telesales Agent

Summermobile

Apr 2013 - Jun 2013 (2 months)

Handled telesales campaigns for mobile products and consistently met or exceeded conversion targets within short campaign timelines.

Telesales Customer Outreach CRM Product Knowledge Resilience

Education

Degrees, certifications, and relevant coursework

Zonnebloem NEST High School

Matric Certificate, High School - Matric

Activities and societies: Subjects: Mathematics; Physical Sciences; Life Sciences; Tourism; Life Orientation; English; Afrikaans.

Completed Matric Certificate in 2011 with coursework covering Mathematics, Physical Sciences, Life Sciences, Tourism, Life Orientation, English, and Afrikaans.