After many years in the education field, Gail moved into Operations Management, Training, Consulting and Coaching where she been working for the past 23 years across multiple corporates that include the financial, insurance, legal, telecommunication, e-commerce and consumer support industries. The work she does integrates directly into Operational activities, helping leaders navigate organisational complexity, their roles and responsibilities and the work they are accountable for. Her professional focus is on the development and sustainability of a competent, capable and robust workforce which supports the VUCA business terrain and helps leaders navigate challenges while building resilience. This places people enablement at the core of her work. She engages with executives, managers, team leaders and frontline staff at ‘the point at which work gets done’ – and delivers a performance partnership that has learning at its centre. Her vision for the work she does is: businesses optimisation through people optimisation.
The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.