Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Additional Information
Timeline
OperationsManager
Boitumelo Charlotte  Sibi

Boitumelo Charlotte Sibi

Operations Manager
Alberton

Summary

A leading professional with strong experience in Team Management and the ability to provide direction and strategy to encourage the achievement of company objectives. Focused on leading, training and empowering teams with an aptitude for recognizing and developing talent. I have achieved remarkable success in driving efficiency and productivity by inspiring the realization of team and key client performance targets. Combines exceptional managerial strengths, with a commitment to the management of corporate client relationships.

Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.

Overview

15
15
years of professional experience
4
4
Languages

Work History

Oparations Manager

Concentrix
07.2017 - Current
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Monitored staff performance and developed improvement plans.
  • Directed staff recruitment and training, building a highly skilled and motivated operations team.
  • Oversaw quality control processes, maintaining high standards for all products and services.
  • Advised senior management on facilities needs and delivered ongoing operational support.
  • Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
  • Managed operations team achieving 20% productivity increase in daily tasks
  • Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
  • Facilitated continuous improvement initiatives, encouraging innovation and excellence in operations.
  • Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
  • Analysed performance data to identify trends, making strategic decisions to boost operational success.
  • Fostered strong relationships with key stakeholders, including suppliers and clients, to support business objectives.
  • Drove company growth with proactive mindset and results-oriented plans for business operations.
  • Established performance metrics, driving accountability and recognising outstanding achievements.

Team Leader Supervisor

Concentrix Webhelp
07.2017 - I currently work here
  • I started with Webhelp as an advisor on our UK campaign Shopdirect. I was assisting customers with placing orders on line or placing orders on my side, tracking orders, returns and refunds. I was also floor walking for new hire.
  • I was then promoted to another UK campaign ADIDAS (2019) were I was assisting customer with tracking their orders, exchange, refunds and returns. Was also doing upselling as per customers buying history. Assisting customer on what to choose the right sports outfits.
  • Was again promoted to US campaign AMAZON (2020). I was troubleshooting devices and assisting with Subscriptions. Later within 6 months I was promoted to be a Team Coach and Flash champion. I was assisting teams with complex queries and taking ascalations. Also send site performance to management every 2 hour. Updating site with new policy and product knowledge.
  • I was then promoted to a Team Leader ,US campaign Verizon( 2001). I am leading and monitoring the progress and supervise a group of employees to achieve goals and targets that contribute to the growth of the organization. Manage Teams to reach their targets by motivating and supporting them on daily basis. Motivate and inspire the Team by creating an environment that promotes positive communication, encourages bonding of the Team. Oversee and determine work requirements, monitor telephone calls and coaching. Call listening and evaluation.

Team Leader Supervisor

Saya Recoveries
01.2011 - 10.2016
  • I started as a junior debt collector. I was collecting outstanding money's on accounts. Processing garnishes and reposetions.
  • In 2013 I was promoted to a Team Leader. I was capturing payment's and clients payouts. Mornitaring Teams, call listening and evaluation. Double Check and finalize garnishee orders and judgments. Checking all prepositions if they are in line with the business policy and process followed. Making sure all targets are met

Education

Generic Management NQF Level 4 - Management

Omni - SETA
Johannesburg

National Certificate Marketing Management - Marketing Management

Boston City Campus
Johannesburg

Certificate of Higher Education - Call center

Cornerston
Randburg

Ms Office computing - Ms office

Oliver's House
Benoni

Skills

Inspiring leadership

Accomplishments

  • Integrity award from Concentrix Webhelp 2022
  • Certificate of excellence for outstanding performance and deligence for 2014 with Saya recoveries
  • Certificate of WOW factor for 0% absence and lateness with Concentrix Webhelp

Languages

6,C2,5,C1,5,C1,6,C2

Additional Information

Reference

Saya recoveriesEloise Labuscashnee - DM

eloise@saya.co.za

0117675300 / 5400

Concentrix WebhelpSiphiwe Makhanya - Ops

Siphiwe.makhaya@concentrix.com

0815704989

Concentrix - Nico Van Der Merver - Senior OPS

Nico.vandermever@concentrix.com

0833030878

Timeline

Oparations Manager

Concentrix
07.2017 - Current

Team Leader Supervisor

Concentrix Webhelp
07.2017 - I currently work here

Team Leader Supervisor

Saya Recoveries
01.2011 - 10.2016

National Certificate Marketing Management - Marketing Management

Boston City Campus

Certificate of Higher Education - Call center

Cornerston

Ms Office computing - Ms office

Oliver's House

Generic Management NQF Level 4 - Management

Omni - SETA
Boitumelo Charlotte SibiOperations Manager