True success transcends efficiency in the world of contact centres; it’s about crafting an environment where strategy meets heart. With 25 years of unwavering dedication, Roz Broome has become a guiding force in operational and customer excellence, empowering teams and shaping client relationships beyond transactional value.
Her expertise in local and international BPO landscapes ensures smooth transitions, seamless operations, and an enriched experience that builds loyalty and drives sustained growth. Roz’s commitment reflects the philosophy that operational brilliance and customer satisfaction thrive best when grounded in purpose and integrity.
Champion of Excellence and Transformative Leadership in Contact Centres
With 25 years of unwavering dedication, Roz Broome has become a guiding force in operational and customer excellence, empowering teams and shaping client relationships beyond transactional value.
Her expertise in local and international BPO landscapes ensures smooth transitions, seamless operations, and an enriched experience that builds loyalty and drives sustained growth. Roz’s commitment reflects the philosophy that operational brilliance and customer satisfaction thrive best when grounded in purpose and integrity.
OPERATIONAL EXCELLENCE
Masterminded comprehensive operational strategies that have transformed local and international BPOs, leading them through seamless transitions and achieving superior customer service standards.
CUSTOMER EXPERIENCE
STRATEGIC PROJECT MANAGEMENT
EXPERTISE
Leveraged deep industry knowledge to craft and implement customer experience strategies that resonate at an executive level, ensuring these strategies become an integral part of the contact centre’s DNA and drive loyalty and retention.
Played a pivotal role in guiding critical projects, from setting up new contact centres to acting as a strategic partner in offshoring and transitioning business processes, ensuring all processes are meticulously planned and executed to achieve sustainable growth and performance.
SKILLS
Strategic Leadership
Operational Management
Customer Experience
Project Management
Stakeholder Engagement
Change Management
Team Empowerment
Coaching
EXPERIENCE
Off Shoring
Roz has worked with Global Service Providers and understands the complexity of offshoring business and the risks this decision presents. She has experience travelling internationally and assisting in the due diligence necessary for the Client and the Business Process Outsourcing company to transition the business successfully.
Once the business decision is made, Roz can take on a role with the transitioning project team to ensure a comprehensive view of the process is presented and that all details are accounted for.
She has assisted in transitioning new business into South Africa through:
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Due Diligence of Operations in the country of business origin
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Strategic Project Management role on the Transition Team
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Liaison role between International Client and local Outsource Service Provider
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Participate in client decision-making regarding site and location.
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Identifying appropriate business and specialist service providers
The South African Market
Roz has worked with clients setting up Contact Centres and has played a significant role in planning, project managing, and operating new contact centre builds and setups.
Another service provided is crafting, refining, and clarifying Customer Experience strategies. Roz has worked with the business leadership to create a strategy at the executive level, ensuring the message is simplified. The message is then distributed and becomes part of the contact centre's DNA.
Roz also works with BPOs that would like to present themselves to the Global Market to secure International Business. This includes evaluating the premises, processes, technology, and business fit.
Transitioning the Business
Working with the new operation, Roz has assisted with the transition of the business. This ranges from being part of the recruitment team and interviewing the new operation's leadership to ensuring that the site is prepared to accommodate the new business.
Once the training starts and the operation goes live, Roz would ensure that the team establishes an operating rhythm, that the relationship with the overseas client is established, and that interaction takes place at the appropriate level and intervals.
COMPANIES
