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@callumscholtz
I am a seasoned contact centre leader driving operational excellence, coaching, and SLA-focused performance.
South AfricaI 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.
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Work history, roles, and key accomplishments
ESOversaw 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.
ESManaged 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.
ESConducted quality assurance and compliance monitoring to improve service quality and supported reporting and scorecards that informed coaching and performance improvement initiatives.
ESAdvised on call centre processes and performance improvement, supporting high-volume BPO operations and contributing to initiatives that enhanced agent productivity and SLA compliance.
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.
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.
Summermobile
Apr 2013 - Jun 2013 (2 months)
Handled telesales campaigns for mobile products and consistently met or exceeded conversion targets within short campaign timelines.
Degrees, certifications, and relevant coursework
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.
Software and tools used professionally
South AfricaYou can contact Callum and 90k+ other talented remote workers on Himalayas.
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