With 18 years’ experience in the International and Domestic contact centre arena, starting as a call centre agent in the year 2000 and working in multiple fields from Operations, Compliance, Security and Risk, Recruitment, Training, Industrial Relations and Human Relations.
An individual who is actively involved in identifying organisational learning and development needs and produces and manages the delivery of training programmes with the aim of fulfilling the organisation’s training strategies. This individual is instrumental in planning, developing, implementing and measuring the return on investment of all training and development programmes, with the aim of meeting organisational objectives.
This award is targeted at an individual who reviews and examines data or information for a specific area and then is able to use that data to drive change that adds value to the business unit or organisation or client. This individual needs to demonstrate strong analytical skills, must be problem solvers, have strong communication skills and be able to think critically. This individual knows how to find the answers to questions and make feasible recommendations.
This award is given to the support individual who provides outstanding support to their contact centre. We are looking for individuals who are part of a support area within their Contact Centre operation such as HR, IT, Project Management, Finance etc.
You will be asked to explain what services you provide to the contact centre, how you overcome challenges and how you measure your success.
This person will be skilled in identifying the customer needs and shows the ability to translate this into a consistent high level of service through the people within her/his team. Strong leadership skills will be displayed and the winner will demonstrate how processes can be combined with a creative approach.
This award is given to the Operational Manager who manages part, or all of the day to day operations and is able to demonstrate innovate and strong approaches or methodologies to maintain or improve operational performance.
This individual needs to be able to demonstrate a clear understanding of all the activities involved with the Workforce Management process needed to maintain a productive workforce including but not limited to scheduling, forecasting, data collection, recruiting, budgeting and analytics. This individual will have the ability and a proven track record of optimising productivity for the team/department/company and needs to demonstrate how they maximises performance levels and competency.
As a highly effective achiever this person will demonstrate the skills and talent necessary to build and maintain a winning team that exceeds targets and is an integral part of their organisation’s success. The winner will be able to provide insight into the sales methods and creativity that supports the accolade.
This award is given to the individual who can demonstrate best in class service, customer excellence and commitment to the organization. The individual needs to have shown commitment to have gone out of their way beyond their line of duty to make customer experience the best.