Malcolm Mamo

Recruited to drive operational transformation, scale efficiencies, and support the expansion of Malta’s leading real estate network comprising QuickLets and Zanzi Homes.
Key responsibilities and achievements:

• Oversee daily operations across multiple real estate brands and support departments, ensuring alignment with strategic objectives and commercial goals.
• Support the CEO and executive team in executing key initiatives, including franchise expansion, digital product (Houzit CRM) rollout, and restructuring of internal functions.
• Led implementation of management frameworks across company-owned and franchise branches, enhancing accountability and transparency in reporting.
• Rolled out KPIs and reporting systems for cross-functional teams across letting, sales, and support departments.
• Collaborated with Finance to establish performance-based budgeting across departments.
• Championed data-led sales management by improving adoption and usage of the company CRM to monitor performance, conversion, and opportunity generation.

• Company Overview: Infinite Fusion Technologies - Software Development and IT Infrastructure Maintenance, Infinite Fusion Services - Mechanical and Electrical Engineering Projects, Infinite Fusion Properties - Events and Luxurious Accommodations Hosts
• Brought on to create the necessary company structure that will enable the group to scale its operations teams in order to achieve growth across its 3 companies.
• In the first 4 months in the role the main focus was on gaining a better understanding of the operations within each company and gaining key insight on the company culture.
• A gap analysis was conducted together with the CEO that led to the following: A new company hierarchy was proposed, agreed and recruitment plan put in place.
• Two new companies were formed, addressing a business opportunity that surfaced in November 2023 as well as a previously benched project, these being a Fitness Centre and a Catering company respectively.
• All this was achieved while overseeing the operations of the existing three companies, ensuring all ongoing projects were seen through completion.
• Infinite Fusion Technologies - Software Development and IT Infrastructure Maintenance, Infinite Fusion Services - Mechanical and Electrical Engineering Projects, Infinite Fusion Properties - Events and Luxurious Accommodations Hosts

• Company Overview: The largest Contact Centre in Malta, An Airline Revenue Accounting company representing networks such as APG and airlines such as Air Malta, An Airline Representation Company representing airlines such as Emirates and Alitalia/Ita Airways
• Following a successful stint as Head of Operations within the contact centre at Centrecom, I was presented with the opportunity to take on more responsibilities as the Chief Operating Officer for the group of companies.
• In the first year I worked on increasing the synergy between the centres in Malta and Fiji Islands.
• This was done for the Contact Centre and the Airline Revenue Accounting companies and enabled the group to onboard more clients such as Hertz adding more languages in the Contact Centre portfolio and increasing revenue through Quality Assurance regimes being introduced by the Malta Airline Revenue Accounting team for the Fiji Revenue Accounting team.
• In 2023, just before moving on to the next challenge I was involved in key discussions around the implementation of a new National Airline across all companies, setting the foundations for a new contact centre, airline revenue accounting systems and airline representation contracts.
• Valuing succession planning and the development of staff I was able to ensure a smooth transition when I exited the company and I remained available to Centrecom for the next 3 months following my departure offering my support in any way required.
• The largest Contact Centre in Malta, An Airline Revenue Accounting company representing networks such as APG and airlines such as Air Malta, An Airline Representation Company representing airlines such as Emirates and Alitalia/Ita Airways

• During this time I oversaw and directed activities of a number of campaigns along with all staff assigned including the Client Relationship Manager, Project Executives, Team Leaders, Lead Agents and Agents.
• I was responsible for the Work Force Management Team and all tasks the department is accountable for, including Forecasting, Rostering and the compilation of all associated Reporting.
• Another team that reported directly to me was the Quality Assurance team which was responsible for ensuring the highest standards were being met across all channels serviced, be it phone, email, chat, video call or face to face.
• When I was onboarded, my main KPI was to work on improving contracts with existing clients to improve the financial viability of the contact centre.
• During the first 2 years in the role I had the opportunity to negotiate all existing contracts making significant improvement in the volumes of contacts being handled through the implementation of pricing models that included tiers of contacts at more favourable rates for Centrecom.
• The proudest moment at Centrecom was definitely the Covid period as I was heavily involved in conversation with the Prime Minister's Chief of Staff, the Superintendent of Public Health as well as other prominent government officials in order to set up a contact centre that could take over from the contact centre that the Government had set up which was not coping with the high volumes of calls being received.
• Within 2 days we were able to deploy a 90 strong work force that enabled us to answer over 90% of calls received on the first day.
• Following this I was invited to participate in several discussions on how best to deploy other initiatives, such as the introduction of the vaccine certificate, as well as economical initiatives such as the vouchers given out during the pandemic's recovery period.
• The success achieved while occupying this role led to a job offer to take over all operations of the group in December of 2020.

• Following 2 successful campaigns, during which I introduced new concepts, such as Gamification within the sales departments, I was asked to take over the role of Sales Manager in addition to retaining the role of Call Centre Manager.
• An additional allocation of 1,170 Malta clients was assigned and this was handled by recruiting 4 additional face to face reps.
• This change meant that I was responsible for 72% of the company client base and 50% of the annual company revenue.

• Responsibilities included: Recruitment, Increased staff complement by 86%, Maintained an average annual turnover of less than 15%.
• Call Centre quality control, Feedback of procedural errors / complaint outcomes, Call Quality Monitoring, Training for new Reps, Ongoing Coaching for all Reps.
• Career Path & Personal Development, Monthly 1:1s for all Reps, Ongoing Personal Development Programme for all Reps, Coached & Developed Rep to Supervisor Role, Coached & Developed Rep to Coaching Role.
• Document Controls, Setting up & Maintaining department DOPs and Forms, Record Keeping of all Training & Coaching Documents, Appropriate Documentation of Performance & Behavioral Management, Compilation of Call Centre Reports to be presented to the board of directors.
• Call Centre Profitability, Doubled Call Centre Profitability through: Maintaining a stable work force, Automating a number of processes by sourcing and replacing new IT Software, Increasing and finding the right balance of workload in the Call Centre, Introducing the use of electronic payment methods.

• Responsibilities included: Call Centre quality control Feedback of procedural mistakes, Complaints analysis, Call Quality Monitoring, Call Quality Coaching for Reps, Call Quality Coaching for Team Leaders, Call Quality coaching for Team Managers.
• Document Controls, Document checker/version controller, Liaison with document owner to ensure updated versions maintained.
• Structured Coaching, Coaching recommendations to Team Managers for Reps, File Reviews aimed at ensuring appropriate coaching and support is provided to Reps.
• Liaison with other call centre sites UK, Scotland, Bangalore, Manila, Hyderabad.