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
JohannesburgNational Certificate Marketing Management - Marketing Management
Boston City Campus
JohannesburgCertificate of Higher Education - Call center
Cornerston
RandburgMs Office computing - Ms office
Oliver's House
BenoniSkills
Inspiring leadership
Problem-solving
Customer service
Performance monitoring
Process improvement
Staff management
Organizational management
MS office
Team leadership
Operations monitoring
Operational efficiency
Performance reporting
Business development
KPI tracking
Data analysis
Decision-making
Business planning
Customer retention
Inventory management
Management
Strategic planning
Workflow optimization
Client relationships
Performance management
Incidents management
Staff training
Customer relationship management
Employee motivation
Maintenance planning
Staff development
Client relations
Operations oversight
Production
Negotiation
Health and safety compliance
Goal setting
Policies and procedures implementation
Complex problems analysis
Continuous improvements
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