Nardeem Essop

I am an on-boarding professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design. I am a highly motivated individual that wishes to make a positive impact on the South African work force.

I am a dedicated and honest worker who strongly believes in hard work and innovation. I am open to constructive criticism and I am always looking for opportunities to improve my knowledge, skills and character.

I am a focused and dynamic individual who has a passion for life, and I am extremely client orientated, my warm and friendly personality allows me to work with people at ease.

With patience and understanding, I can build good working relationships with my fellow colleagues. Although I am successfully capable of functioning as an individual, I strongly embrace teamwork. Being a flexible individual, I can easily adapt to different situations and take ownership of tasks allocated to me. I am always up for a challenge.

I work well under pressure and I am equipped with excellent problem-solving skills. My strong family values guide me to continue to work with zest and enthusiasm. 

In addition, you will find that I am a well-organized, detail-oriented team member with excellent analytical, interpersonal, troubleshooting and problem-solving skills. I thrive on new challenges since I passionately believe that the only constant in life is change. My innovative approach along with my desire to learn will prove to be an asset to any employer. 

As a result, I am fully confident that I would be able to produce excellent results in any field that I am placed in. I trust that my application will be considered favourably and look forward to hearing from you soon.

Company                              :               Consumer Links SA

Duration                                :               May 2022 – Present

Occupations                         :               Head of People (Operations, Recruitment, L&D, Human Resources, Transitions) 

Duties                                    :               The day-to-day management of the People Department and Call Centre Operations

Overseeing the Operations of 12 campaigns (+-200FTE)

Contribute towards the development of strategies, policies and procedures

Evaluating current operational strategies and recommending improvements

Ensuring compliance with policies, procedures and operating plans

Carrying out effective decision making in accordance with the relevant data and policies

Highlighting operational risks and controls

Analyzing daily and monthly reporting for opportunities

Setting performance standards (Key Performance Areas, Key Performance Indicators)

Managing the operational relationship and SLA

Annually aligning the business with our client's strategic vision

Ensuring performance measurement is carried out correctly and regularly

Ensuring training and development plans exist and are followed

Developing career paths

Developing the operations team to ensure operational excellence

Educating operations team on best practices, company policies and service excellence

Budget responsibility for P&L

Signing off all expenses and purchases

Completing management performance reviews

Full cost code ownership including headcount and delivery versus KPIs

Promote and celebrate diversity, equity, and inclusion at a corporate level

Maintain a pulse on the mood of the organization

Act as a connection point between leadership and staff

Establish practices that promote collaboration, performance and accountability.

Focuses on employee engagement, retention, leadership and management strategies

Develop a schedule for Transition / Migration completion

Define the scope of the Transition / Migration Projects

Execute program transition with new clients

Review campaigns, set performance objectives and design a plan to remediate

Ensure that the migrations and transitions are done in a cost-effective manner

Manage change in an organization, while minimizing costs and associated risk factors

Operationalize the launch of new campaigns and revamp existing campaigns as directed

Overseeing the Recruitment of all new employees

Responsible for an effective induction programme for new recruits

The designing of customized Training programs as per Training Calendar

Create and maintain skill matrix for all trainers

Designing & Implementing effective Cross Skill / Up skill Training

Designing & Executing Training Needs Analysis Tools

Manage the performance & development plans of the training team and team leaders

Conduct monthly performance conversations with the team and create their PDPs

Company                              :               CCI South Africa

Duration                                :               October 2015 – May 2022

Occupations                         :               Training Manager

Duties                                    :               The day to day management of the team – 19 Trainers and 1 Coordinator

Tasked with the training and skills needs for all UK campaigns

Monitor, and report on, training progress of internal and external training 

Responsible for an effective induction programme for new recruits

Engage with Contact Centre management on all levels to ensure alignment

Develop, motivate and mentor training facilitators through effective engagement

Administrator for Learner Management Systems (Client and Internal)

Manage the performance & development plans of the training team

Conduct monthly performance conversation with all trainers and create their PD plan

Ensure existing staff receive appropriate and timely refresher/cross skill training

Attend content reviews, WBR, MBR with clients and Operational Stakeholders

Company                              :               Velociti Pty Ltd

Duration                                :               April 2012 – October 2015

Duties as Senior Trainer     :               Senior Trainer for SA Business

                                                                The day-to-day support and supervision of the Trainers

I have my Matric and I am an accredited Training Facilitator