Trisha Venkatasu
Cape town
Summary
Results-driven Contact Centre Operations Leader with NQF Level 5 Call Centre Management qualification, experienced in managing end-to-end contact centre operations, driving KPI performance, and leading high-performing teams. Skilled in workforce planning, quality assurance, customer experience optimisation, and data-driven decision-making to deliver operational excellence.
Overview
13
13
years of professional experience
Work History
Head of Sales Department
Intellicell
Cape Town , South Africa
01.2021 - Current
- Led BPO/Local sales strategy to drive revenue growth and profitability
- Managed end-to-end sales operations across multiple channels
- Drove performance against sales KPIs and targets
- Built and led high-performing sales teams
- Oversaw forecasting, budgeting, and pipeline management
- Managed client relationships and identified growth opportunities
Department Manger
Outworx
10.2016 - 09.2020
- Built strong frontline relationships to support effective team leadership
- Coordinated strategic admin plans to optimise resource utilisation
- Developed succession plans to drive retention and leadership continuity
- Managed HR and labour relations for a 300-employee workforce
- Led change management initiatives to maintain morale and minimise disruption
- Conducted performance reviews with clear feedback and goal setting
- Analysed performance data to drive strategic improvements
- Developed risk assessment tools to manage compliance risks
- Led business transformation projects across operations, product, and customer experience
Call Centre Manager
CCI- South Africa
03.2013 - 07.2016
- Managed daily Customer Care and Sales operations, delivering on all KPIs
- Represented business in client meetings, providing cross-functional performance insights
- Enforced discipline and implemented corrective actions in line with policy
- Led workforce planning and scheduling using historical data and forecasts
- Presented WBR/QBRs at executive level with clear improvement actions
- Drove operational efficiencies and managed key client relationships
Education
NQF 5 Call center management
CCMG2026
Certificate of Higher Education - Policy formulation and Implementation
National School of the Government
Cape Town, WC2025
Skills
- Strategic Leadership
- Operational Excellence
- Performance Management
- Customer Experience
- Financial Management
- Stakeholder management
- Workforce Planning
- Change Management
- Process Improvement
- Data Analytics
Languages
English
Proficient
C2
Timeline
Head of Sales Department
Intellicell
01.2021 - Current
Department Manger
Outworx
10.2016 - 09.2020
Call Centre Manager
CCI- South Africa
03.2013 - 07.2016
NQF 5 Call center management
Certificate of Higher Education - Policy formulation and Implementation
National School of the Government