Nicola Jordaan is a creative, dynamic and charged individual with 12 years exposure in the Contact Centre Industry. She has proven leadership and management experience in various roles for numerous leading Business Process Outsource providers. This included various global customer facing business units in the Americas, Australia, Philippines, India and the United Kingdom. Nicola has a strong ability to analyze and process data. She applies herself both operationally and strategically to achieve business goals in environments that are result orientated and commercially driven.
Previously, as Head of Customer Experience and Business Process Excellence, Nicola created, developed, implemented and managed multiple methodologies and programs. Nicola has extensive experience in driving change through developing individuals at various levels, building relationships and managing key stakeholder engagements. This resulted in rapid and sustainable improvements across Service, Sales, Quality and Cost performance indicators.
Nicola joined Genii Analytics in 2015 as Chief Insights Officer and is currently the Director of Operations. This role encompasses design, ensuring end-to-end deployment and delivery of all company products and solutions, expense control, staff management and department supervision with a strong focus on client relationship engagement and business development.
Nicola is a qualified COPC Registered Coordinator. She is certified in COPC: High Performance Management Techniques, COPC: Quality Playbook and Six Sigma performance improvement techniques. She has also completed her Post-Grad in Business Management. Nicola has actively participated in creating and developing global Best Practice Quality & Customer Experience approaches. She was awarded, Best Support Professional and Best Non-Technical Innovation in the Annual BPeSA (Business Process enabling South Africa) BPO Awards. She was also part of numerous team awards within BPeSA and CCMG (Contact Centre Management Group).