Shem Denver Duloo

Overall leadership of Operational Team, L&D Department, Quality Department, Human Resources, Recruitment, I.T Department - (circa 500 – 800+ FTE 4 Vertical Streams) Collaborate with senior management and department heads (HR, Finance, IT) to ensure alignment of operational strategies with company goals. Build and maintain relationships with clients, vendors, regulatory bodies, and partners to ensure performance alignment. Provide timely reports on performance, financials, and operational issues to stakeholders. Act as the primary contact for clients, ensuring expectations are consistently exceeded across all BPO services. Ensure service delivery meets SLAs and KPIs, driving operational excellence and client satisfaction. Address client issues swiftly to maintain high-quality service and enhance relationships. Foster a positive work environment where employees feel valued and motivated to contribute. Promote continuous development through training programs and performance management systems. Implement strategies to reduce turnover and improve employee satisfaction. Oversee recruitment, staffing, and resource allocation to meet organizational needs. Continuously improve operational processes to ensure scalability cost-effectiveness, and performance. Track KPIs and take corrective actions to address performance issues. Identify risks within operations and develop mitigation strategies to prevent disruption. Control costs and allocate resources effectively to maximize efficiency and profitability. Oversee revenue and expenditures to ensure financial objectives are met and profitability is maintained. Ensure operations adhere to relevant laws and industry standards. Oversee negotiation, execution, and fulfillment of client contracts, ensuring compliance with agreed terms. Contribute to the development of operational strategies specific to each department. Lead organizational change initiatives and process improvements to adapt to market demands and enhance efficiency.

Leadership of Operational Team, L&D Department, Knowledge Team (circa 700 – 1000+ FTE 7 Vertical Streams * 12 Operations Managers, 2 CCM’s, 2 Training Managers, 1 Knowledge Manager Fully accountable for all performance areas across 7 lines of business, for both business and client targets including all financial metrics, client KPIs, absence, attrition, engagement and other activties pertaining to the business Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Accountable for the P&L for each of line of business. Drives the delivery of all financial targets and GM, by setting appropriate budgets, controls and expenditure Attaining key service delivery targets in quality, customer satisfaction and client KPI’s Works closely the client services team to ensure clients are engaged and to deliver against all contracts & SLA’s contained within the Contact Centre Compiles and hosts client WBRs and MBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business areas Maintains open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis Works closely with other HOPD/Directors of Delivery, Support functions and functional experts to deliver company and people objectives Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company’s operations Supports the delivery of all financial targets and GM, by managing budgets Contributes to the design and implementation of Change Programs and Projects which impact the sites in the cluster area Provides leadership and clear direction, whilst actively engaging and supporting the ongoing development and coaching of operational team

Leadership of Inbound Customer Services / Upsell Department Team (circa 600 - 1000+ FTE * 15 - 20 Operations Managers) Development of key strategies to enhance contact centre performance Determining call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses Establishing technical specifications on production, productivity, quality, and customer service standards Contributing information and analysis to organizational strategic plans and review Maintaining and improving overall call centre operations including the human resource objectives of recruiting, training, planning, reviewing of compensation actions Compiling & presenting of daily / weekly / monthly reporting for MBR & QBR with department heads & executive clients Creating governance and enforcing operating principles amongst support functions Tracking and analysing emerging trends in the call centre industry reviewing professional publications establishing personal network and benchmarking state-of-the-art practices Reviewing SPOC and seating utilisation Embedding a standard operating rhythm , sharing best practice models Control of expenditure within company budgets Management of a real time support function, supporting with overall capacity planning, client SLA's, adherence / productivity metrics

Leadership of Inbound Sales Team (circa 400 - 800 FTE * 12 – 15 Operations Managers, 40 - 50 Team Managers)   Determining call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses Establishing technical specifications on production, productivity, quality, and customer service and sales standards Contributing information and analysis to organizational strategic plans and review Development of key strategies to enhance contact centre performance Embedding a standard operating rhythm , sharing best practice Account maintenance, management of recruitment / learning lab, project Establishing technical specifications on production, productivity, quality Sharing best practice models, control of expenditure within  budgets

Leadership of Inbound Sales Team (circa 200 - 400 FTE * 10 – 15 Sales Managers) Development of key strategies to enhance contact centre sales performance Determining call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses Establishing technical specifications on production, productivity, quality, and customer service standards Management of a real time support function, client SLA's, adherence / productivity metrics, sales targets Creating governance and enforcing operating principles Contributing information and analysis to organizational strategic plans and review Maintaining and improving overall call centre operations including the human resource objectives of recruiting, training, planning, reviewing of compensation actions

Leadership of Inbound team (circa 500 -700 FTE * 10-12 Operations Managers, 60 Team Leaders) Development of key strategies to enhance inbound performance Compiling & presenting of daily/weekly /monthly reporting for MBR & QBR with department heads & executive clients Creating governance and enforcing operating principles amongst support functions Client account maintenance Management of recruitment/training within departmental requirements Project management including operational set up on new projects within department Reviewing SPOC and seating utilization Embedding a standard operating rhythm Sharing best practice models with other departments Control of expenditure within company budgets Understanding customer & market trends and proposing new strategies to enhance performance Management of a real time support function Supporting with overall capacity planning

Leadership of Outbound team (circa 200 - 350 FTE* 12 - 15 Team Managers) Tasked with growing outbound team over 18-month timeline Accountable for delivering revenue based targets Producing sales reporting to department heads Forecasting sales & revenue projections Account maintenance between client and outsourcer Coaching and development of existing team managers Involved with agent engagement forums to promote best practice models across departments Management of a day to day outbound operations Recruitment and training ownership

Leadership of Inbound team (circa 15 FTE) Delivering a high level of service to international based clientele Engaging in day to day running of team management whilst ensuring service delivery is consistent Management of adherence and conformance Supporting with real-time management Client relationship and engagement through weekly calibration sessions Successfully deploying the 2IC strategy amongst existing staff Employee instilling Quality & compliance control Resolving high level customer escalations Taking on additional duty manager tasks Implementing and creating new incentive schemes to promote agent engagement

Leadership of outbound team (circa 15 FTE) Engaging staff on all levels to ensure sales performance and conversion targets are attained Producing outbound reporting through Avaya CMS Highlighting quartile performance by team phases Coaching and development of existing staff compliment Mentoring and upskilling senior agents and supporting with development into management roles Ensuring operational principles are enforced through performance management Supporting with call analysis to understand market trend and customer behavior