Fola Olafare: A Visionary Leader in Customer Service Excellence
In the competitive landscape of public transport and customer service, Fola Olafare stands out as an exceptional leader whose commitment and strategic vision have consistently driven performance and innovation. As the Senior Contact Centre Delivery Manager at Transport for London (TfL), Olafare has built a remarkable career spanning over two decades, defined by his dedication to improving customer experience and operational efficiency in some of the most challenging environments. This article explores the journey, education, and professional achievements of Fola Olafare, highlighting the qualities that make him a respected figure in the customer service domain.
Early Education and Foundation
Fola Olafare’s educational background laid a strong foundation for his professional pursuits. He earned a Bachelor of Laws (LL.B) degree, with honours, from Thames Valley University between 1993 and 1996. This legal education, though not directly related to customer service, cultivated essential skills such as critical thinking, analytical reasoning, and effective communication. These competencies have undoubtedly contributed to his strategic approach in managing complex customer service operations and stakeholder relationships throughout his career.
Extensive Experience at Transport for London
Fola Olafare’s career at TfL spans more than 24 years, during which he has progressively taken on roles of increasing responsibility. His experience is not just extensive but also diverse, covering multiple facets of customer service management in one of the busiest and most complex urban transport systems worldwide.
Senior Contact Centre Delivery Manager (2020 – Present)
In his current role as Senior Contact Centre Delivery Manager, Olafare leads a large team of over 100 employees responsible for various facets of TfL’s customer interaction, including face-to-face Visitor Centre teams, Ticketing, and Taxi and Private Hire Customer Service. His leadership during the Covid-19 pandemic was particularly notable. Olafare spearheaded the creation of a new interim structure that adapted operational workflows to meet the unprecedented challenges of the lockdown. He oversaw the management of a surge in customer inquiries related to Oyster refunds, handling approximately 150,000 calls in just eight weeks and processing over 20,000 refunds.
Olafare also managed an extensive retraining programme, ensuring that 95% of Visitor Centre staff were upskilled efficiently, which significantly reduced escalated complaints. His ability to negotiate and engage with suppliers and union representatives enabled smoother communication and a proactive response to emerging issues. His strategic collaboration with senior leadership and communications teams further reinforced TfL’s commitment to responsive and effective customer service.
First Contact and Customer Support Manager (2019 – 2020)
Before his current role, Olafare was responsible for Visitor Centre teams and managing relationships with outsourced service providers. He led the social media team across platforms such as Facebook, Twitter, Instagram, and LinkedIn. Under his guidance, the social media strategy shifted towards proactive customer engagement, improving customer quality scores significantly. He introduced innovative programmes such as ‘Tweet the Manager,’ which brought senior leadership closer to customers via social media, raising transparency and responsiveness.
Additionally, Olafare managed the recovery from several major ticketing incidents, including system failures and a cyberattack, enhancing trust and performance through close supplier collaboration. His restructuring efforts streamlined issue resolution and introduced automated refund processes that halved cases outside service level agreements.
First Contact Manager (2015 – 2019)
Olafare’s role expanded substantially when he took charge of customer service across all customer interaction and social media channels, managing 350 employees with 15 direct reports. He focused on data-driven change programmes, resulting in a dramatic reduction in escalated complaints by over 60%. He also increased first-time resolution rates to more than 90%, a historic achievement for TfL.
Olafare was instrumental in launching the contact centre’s first-ever Customer Satisfaction Survey, supported by the TfL Board, enabling comprehensive customer feedback integration into service improvements. His leadership extended to crisis response, coordinating support systems following incidents such as the London Bridge attack and the Grenfell Tower tragedy. These efforts ensured customer service teams were equipped to provide empathetic and timely assistance in times of crisis.
Reporting & Analysis Manager and Other Early Roles
Earlier in his career, Olafare held roles focusing on reporting, performance management, and project coordination. He developed new contact centre reporting systems that improved demand visibility and productivity benchmarking. As Performance Manager during the 2012 London Olympics, he led a team managing increased customer demand across multiple channels, integrating previously siloed teams into a cohesive unit with a shared strategic vision.
He also played a key role in the technical integration of telephony and contact management systems, improving operational efficiency and reducing duplicated work. His early leadership during high-pressure events such as terrorist attacks demonstrated his capacity to manage complex challenges with resilience and compassion.
Key Skills and Leadership Qualities
Throughout his career, Fola Olafare has demonstrated a range of skills critical to effective customer service leadership:
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Strategic Planning: Olafare excels at building clear visions and distilling complex strategies into actionable plans. His ability to anticipate challenges and adapt swiftly has been evident during critical incidents and the Covid-19 pandemic.
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People Management: Leading large, cross-functional teams, Olafare prioritises engagement, coaching, and development, fostering high performance and employee satisfaction.
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Communication and Negotiation: His skill in liaising with unions, suppliers, senior leadership, and diverse stakeholder groups enables collaborative problem-solving and successful change management.
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Operational Efficiency: Olafare is adept at designing and implementing systems and processes that improve productivity and customer satisfaction, including automated refund systems and comprehensive reporting frameworks.
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Crisis Management: His leadership during emergencies highlights his calmness under pressure, quick decision-making, and dedication to customer care.
Commitment to Continuous Improvement and Innovation
Fola Olafare’s approach to customer service is characterised by a passion for embracing change and driving business improvements. He has consistently championed evidence-based approaches, leveraging customer feedback and data analytics to refine service delivery. His introduction of the Customer Satisfaction Survey at TfL exemplifies his dedication to incorporating the ‘voice of the customer’ into strategic planning.
Moreover, Olafare has embraced digital transformation, leading social media teams to engage customers proactively and transparently. His initiatives such as ‘Tweet the Manager’ not only enhanced customer interaction but also bridged the gap between frontline teams and senior executives, fostering accountability and responsiveness.
Personal Attributes and Professional Philosophy
Olafare describes himself as energetic, resourceful, and results-oriented. His career reflects a strong drive to inspire and encourage others, promoting a culture of teamwork and continuous learning. He is passionate about embracing change, not just as a necessity, but as an opportunity to improve and innovate.
His computer literacy and commitment to professional development are evidenced by numerous management and personnel courses completed over the years. This commitment ensures that he remains current with industry best practices and emerging trends.
Conclusion
Fola Olafare is a distinguished figure in the field of customer service management, whose leadership at Transport for London has significantly shaped the organisation’s approach to customer engagement and operational excellence. His blend of strategic vision, operational expertise, and people-centric leadership has enabled TfL to navigate complex challenges while maintaining high service standards.
With a career grounded in solid education and enriched by diverse experiences, Olafare exemplifies the qualities of a transformative leader. His work not only benefits millions of daily transport users in London but also sets a benchmark for customer service professionals across industries. As public transport and customer expectations continue to evolve, leaders like Fola Olafare will be pivotal in steering organisations towards innovation, resilience, and outstanding service delivery.
