Bryan’s skill and experience are in helping clients to achieve significant, tangible and lasting improvements in their business performance and service delivery to customers. This is realised by the fast and comprehensive analysis of the operation and the rapid Implementation of practical, industry tested solutions which achieve significant improvements in businesses.
He has extensive Operational Call Centre experience, at all levels, which includes improving existing Call Centre operations and project managing the build, operation and transfer of new Call Centres. His specialisation includes app people aspects of Call Centres and includes motivation, training and development. In addition it includes the improvement of performance management, quality management, process management and company strategy.
Bryan will increase the on-the-job skills of call centre Supervisors/Team Leaders and Managers, to enable them to deliver improved results against all key competencies quickly, efficiently and sustainably. Bryan provides experienced-based support and mentoring to existing operations staff, by sharing, up to date, industry best practice and standards with them and through this, stimulating creativity which can be applied to their day-to-day operations.
Bryan is the ideal specialist consultant to develop your staff to fulfill their key roles in the contact centre within a tailored Succession Plan Model for your business. This strategy and process delivers enhanced sustainability and underpins growth whilst delivering operational excellence, significantly enhanced staff engagement, improved operational results and significantly better customer loyalty.
Bryan started off his career as an Operations Manager for Massmart, where during the course of his 10 years with the group he gained valuable experience in the fields of Operations Management, Internal Audit, Business Analysis and Human Resources Management. During this period Bryan also spent time in the Projects Division where the focus was on opening new business units throughout South Africa.
An opportunity to develop his skills and experience in the United Kingdom saw Bryan move to the Selfridges Group and Sainsbury’s where he built on his experience in operations management and was involved in the roll-out of a number of new business units. In 1998, Bryan accepted an attractive post within Zurich Financial Services to work as part of the team developing and rolling out their call centre operation. During his time with Zurich his main focus was on the expansion of the call centre operation from a few Agents in 1998 to over 250 Agents by 2003. His other focus was on the implementation of work management processes to improve efficiencies and the re-engineering of the administration processes which resulted in improved end to end processing times and increased revenue streams for the company.
Bryan returned to South Africa in 2003 and joined the team at eFour Consulting, as an Operations Support Specialist. Bryan was instrumental in setting up and managing the Gauteng Shared Service Centre, where he successfully developed the structures in respect of governance and audit, succession planning, staff development, performance management and customer relationship management. Bryan has been consulting since 2007 and has assisted the call centre operations for Zurich, Atio, Synovate and Conexus.
Bryan holds a qualification in Business Management.
Ulonwabo1, 157 Dale Lace Avenue, Randparkridge, 2196 – P.O.Box 59, Welobie, 1714
Mobile: +27 (0) 84 264 1995
Office: +27 (0) 11 794 5113
Fax: +27 (0) 86 667 1017
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