Bathandwa Mokoatle
HR Services Manager- Shared Services
Johannesburg,GP
Summary
I am a forward-thinking HR professional equipped with advanced operational and technical knowledge of the HR Shared Services and Contact Center environment. Proven team leader and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset. I'm experienced in setting up a HR shared Services function. I am a skilled HR professional focused on maximizing organizational success through effective use of HR policies, and relevant legislation. Top-notch communicator with excellent time management, administrative and customer service skills. Skilled HR professional bringing expertise in HR operations and project management. Helps achieve goals by coordinating resources, schedules and team members to meet demands. Seeks every opportunity to improve operations and team performance.
Overview
5
5
years of post-secondary education
17
17
years of professional experience
Work History
Senior Specialist
Motus Corp
06.2019 - 06.2019
- Sourcing and screening of candidate CV's.
- Talent sourcing.
- HR reporting and analytics.
- Recruitment and Selection.
- Customer Relationship Management Reasons for leaving : End of contract.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Supported department leadership in implementing new policies, procedures and controls.
- Followed all company policies and procedures to deliver quality work.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
Contact Center Manager
GfK
Johannesburg, Gauteng
08.2018 - 08.2018
- Optimize contact centre service delivery and operational excellence through continuous improvement by identifying and executing new projects.
- Manage processes and resources effectively to execute prioritized strategies.
- Optimize and streamline processes.
- Implement appropriate Contact Centre statistics and align with Key Performance Indicators.
- Perform benchmarking exercises against industry and set operational benchmarks.
- Manage data and perform data analysis and data interpretation for improvement.
- Operational execution of relevant growth strategy elements.
- Execute and manage the Business Unit's customer complaints process.
- Reasons for leaving : End of contract.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Maintained call center equipment in good working order to maximize productivity.
- Trained and guided team members to maintain high productivity and performance metrics.
HR Service Center Manager- Shared Services
Eskom
Johannesburg, Gauteng
07.2008 - 01.2016
- Formulating and directing the implementation of the HR & Finance Shared Services strategy.
- Provide HR transactional support across the HR value chain while supporting the workforce planning process including provision of workforce profile and demand& supply data.
- Human Resources metrics reporting for the HR Shared Services Center.
- Responsible for the management and integrity of the HR Management Information System.
- Management of the customer relationship management process for HR shared services contact and walk-in centers (Hubs) nationwide.
- Accountability for efficient operation of the HR Shared Services contact and walk-in centers.
- Develop and manage the implementation of record keeping policies, procedures and systems.
- Oversee partnering with line managers to implement end-to-end people management processes and provision of day-to-day HR operational support.
- End-to-end contract and contractor management to ensure achievement of functional and business objectives.
- Manage delivery of approved project(s) within time, cost and quality.
- Provide specialized technical/professional advisory service to internal and external stakeholders to ensure achievement of functional and organizational objectives.
- Establish, monitor and manage healthy, diverse, workable internal and external relationships.
- Support workforce planning to ensure HR Contact Center is suitably staffed to meet strategic functional objectives.
- Implement and manage people development processes such as performance management, succession planning and talent management to meet functional performance standards.
- Maintenance and implementation of HR systems (experience in implementing SAP CRM).
- Directing and leading effective service delivery within the HR & Finance Shared Services customer interaction Centre.
- Managing Strategic partnerships and interface with HR Business Partners and functional areas within Shared Services.
- Leadership and optimization of customer interaction center resources and infrastructure.
- Managing statutory compliance, and aligning HR Shared Services Contact Centre operational services to Company Policies, Procedures and Directives.
- Applying relevant leading practices based on continuous analysis of industry developments.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Quality Assurance Officer- Contact Center
Eskom
Johannesburg, Gauteng
10.2006 - 07.2008
- Monitor the quality of service delivery within the contact center.
- Ensuring that contact center functions conform to set requirements and that customer expectations are met and exceeded.
- Maintain a high level of the quality management system.
- Conduct internal quality audits against set operational benchmarks.
- Provide inputs to the compliance department for the development and implementation of departmental policies, standards and procedures.
- Maintain consistent quality management processes.
- Provide expert advice and guidance on contact centre compliance issues.
- Continuously providing input in setting contact center call handling requirements.
- Providing input into on-site training program design.
- Ensuring customer Master Data accuracy by assessing transactions handled by a team of 50 employees.
- Highlighting agent individual areas of improvement on call handling.
- Reasons for Leaving : Promotion.
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Resolved all issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
- Monitored activities and supporting systems, making sure each met all compliance regulations.
- Provided extensive quality assurance training via both in-person and remote teleconferences.
Benefits Administration Supervisor- Contact Center
Lekana Employee Benefits Solutions
Johannesburg, Gauteng
07.2005 - 10.2006
- Monitoring real-time adherence to schedule.
- Develop and manage multiple service levels, quality and performance targets.
- Ensure KPIs are met or exceeded.
- Develop daily/weekly/monthly Contact Centre reports for management decision making including reports from service providers.
- Management of service providers through SLA management.
- Setting key performance areas for contact center agents,.
- Coaching and on the job training of contact center agents,.
- Monthly reporting and information sharing with the contact center manager,.
- Daily monitoring of contact center performance,.
- Coordinating the customer interaction process and providing leadership to Contact Centre agents in order to ensure that a service-based culture is created and maintained.
- Reasons for Leaving : Career Growth.
Recruitment Consultant
Cornerstone HR
Johannesburg, Gauteng
04.2005 - 06.2005
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Supported management in developing and implementing personnel policies and procedures.
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
- Verified applicant references and employment details.
- Coordinated incoming job requisitions and applications.
- Promptly corresponded with all applicants and coordinated and conducted interviews.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
Customer Relations Division Manager- Sales
Mathomo Group
Johannesburg, Gauteng
09.2004 - 02.2005
- Directed and managed customer relationships,.
- Manage key interfaces with internal and external stakeholders.
- Ensure compliance to HSE&Q policies and procedures.
- Manage all stakeholders and the various stakeholder engagements.
- Knowledge and understanding of legislation governing the contact centre environment.
- Implement and monitor compliance to corporate governance policies and procedures.
- Develop, agree and implement service level agreements with key clients.
- Develop and manage multiple service levels, quality and performance targets.
- Ensure KPIs are met or exceeded.
- Develop daily/weekly/monthly Contact Centre reports for management decision making including reports from service providers.
- Control resource planning activities and coordinate the contact centre management team at all levels.
- Management of service providers through SLA management.
- Reasons for Leaving : Retrenchment.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Carried out day-day-day duties accurately and efficiently.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Used Microsoft Word and other software tools to create documents and other communications.
Contact Centre Supervisor- Sales
RCI
Johannesburg, Gauteng
08.2002 - 08.2004
- Overall accountability for supervising contact center agents,.
- Monitoring real-time adherence to schedule.
- Review staff performance, identify training needs and plan for training.
- Review and sign-off on all CC on-the-job training material.
- Coach, motivate and retain staff and ensure the performance management system is adhered to.
- Co-ordinate staff recruitment and liaise with HR in developing the advertisements.
- Review and clearly define all contact centre roles.
- Setting key performance areas for contact center agents,.
- Coaching and on the job training of contact center agents,.
- Monthly reporting and information sharing with the contact center manager,.
- Daily monitoring of contact Centre Agents performance,.
- Coordinating the customer interaction process and providing leadership to contact center Agents.
- Managed team of 13 employees, overseeing hiring, training, and professional growth of employees.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
Contact Center Agent- Sales
RCI
Johannesburg, Gauteng
03.2000 - 08.2002
- Recommended products to customers, thoroughly explaining details.
- Maintained user account data by initiating account access and establishing in database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Resolved concerns with products or services to help with retention and drive sales.
HR Consultant
EDS
Johannesburg, Gauteng
06.1998 - 06.1999
- Administered benefits programs, analyzed compensation and other competitive data and prepared budgets.
- Assisted senior management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.
- Oversaw all HR needs for employee operation across the department.
- Partnered with managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Worked alongside global business leader to deploy new training strategies.
- Improved office efficiency by effectively managing internal communications and correspondence.
Education
Middle Management Development Program - Business Management
Henley Business School
Johannesburg 03.2014 - 11.2014
Management Advancement Program (NQF level 8) - Business Administration And Management
Wits Business School
Johannesburg 03.2011 - 10.2011
Management Development Program - (Managing Skills for success in Organizations) - Business Administration And Management
University of South Africa
Pretoria 02.2003 - 08.2003
Bachelor of Administrative Studies - Industrial And Organizational Psychology
University of The Western Cape
Cape Town 02.1995 - 11.1997
Skills
Teamwork
undefinedAccomplishments
- Used Microsoft Excel to develop performance tracking spreadsheets.
- Managed a team of 63 staff members.
- Received a Managers Award for "Best Divisional Project- Shared Services.
- Received a Managers Award for " Innovation"
Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
Senior Specialist
Motus Corp
06.2019 - 06.2019
Contact Center Manager
GfK
08.2018 - 08.2018
Middle Management Development Program - Business Management
Henley Business School
03.2014 - 11.2014
Management Advancement Program (NQF level 8) - Business Administration And Management
Wits Business School
03.2011 - 10.2011
HR Service Center Manager- Shared Services
Eskom
07.2008 - 01.2016
Quality Assurance Officer- Contact Center
Eskom
10.2006 - 07.2008
Benefits Administration Supervisor- Contact Center
Lekana Employee Benefits Solutions
07.2005 - 10.2006
Recruitment Consultant
Cornerstone HR
04.2005 - 06.2005
Customer Relations Division Manager- Sales
Mathomo Group
09.2004 - 02.2005
Management Development Program - (Managing Skills for success in Organizations) - Business Administration And Management
University of South Africa
02.2003 - 08.2003
Contact Centre Supervisor- Sales
RCI
08.2002 - 08.2004
Contact Center Agent- Sales
RCI
03.2000 - 08.2002
HR Consultant
EDS
06.1998 - 06.1999
Bachelor of Administrative Studies - Industrial And Organizational Psychology
University of The Western Cape
02.1995 - 11.1997
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