Shamima Ficks is a dynamic and results-driven Senior Operations Leader with over 15 years of experience in managing large-scale BPO and contact center environments across multiple international markets including the UK, US, Australia, and South Africa. With a proven track record in scaling operations, meeting service level agreements, and enhancing both employee and customer experiences, Shamima has successfully led significant transformation projects and built high-performing teams. Currently serving as a Senior Manager of Operational Excellence at TTEC, Shamima has scaled a start-up operation from 20 to 250 FTEs in under nine months while consistently delivering 100% of SLAs. Shamima holds a Bachelor of Education from UWC and is bilingual in English and Afrikaans.
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