DAVID OYAMO

David is a capable and proven Manager, who has extensive experience of making the most effective use of contact-centers in the organization. He has a background in managing Contact Center teams. He is more than able to identify potential areas for improvement within the Customer Care and Experience division. He can not only maintain professional relationships with his Team but also his leaders and 3rd parties. In addition to all the above he has gained experience in partner governance, by working across multiple contact centers and has experience in managing BPO's to achieve the organization goals and expectations.

Institution: Multichoice Kenya Limited

Date:  August 2019- Current position

Appointment: Partner Operations Manager. (Contact Center Supervisor)

Main Responsibilities:

As a Partner Account Manager, I manage the outsourced call center teams including GOtv inbound, DStv inbound and social media platforms for DStv, GOtv and Showmax on Twitter, Facebook, emails, and live chat platforms. Monitor, positively coach and set goals for the contact center team leads and agents in these areas to ensure exceptional quality and experience for all clients and partners that contact us.

Assist Contact Center Manager in all Contact Center Floor operations, manage the podium, high urgency escalations and dispute resolutions.
Assist management team in identifying loopholes in partner SOPs to safeguard Multichoice’s interests with a focus on excellent Customer Experience and Customer Satisfaction.

 

My other primary functions are:

Refresh on new or revised policies and new pew products via development sessions.

Mini meetings to inform the agents of daily contact reasons and promotions.

Evaluate live inbound/ outbound calls, email, and digital platform communications.

Monitor and report the center’s average handle time, abandon percentage, calls in queue and staff adherence in coordination with workforce team to ensure real-time monitoring and resolve any discrepancies.

Create and share daily, weekly, and monthly reports on performance and fraud/ risk reports utilizing Microsoft Excel, Microsoft PowerPoint, and other internal tools.

Take highly escalated client issues and ensure resolution to ensure client retention and win backs.

Ensure an initiative-taking and safe work environment by recommending motivation packs for good performance and high intensity periods.

Achievements

Supported the team in transitioning from Genensys IWS to Genesys Cloud to facilitate remote working. This was a project initiated to promote transition from office work to work from home in March 2020. Before the rollout, tests to ensure efficiency and all Contact Center platforms shall have needed support had to be done. The Contact Center teams needed retraining in the new system and adjustment to the new tool. Identify the need for a hybrid work environment where agents worked both remotely and, in the office, based on their physical location, performance, schedule adherence and reducing risks in the event of unforeseen bottlenecks as power outages.

Master of Business Administration (MBA)- Marketing Management

Bachelor of Arts (BA) - Sociology and Economics