Collin Clinton Lobakeng
Call Centre Team Leader
Cape Town
Summary
Professional in contact center management, bringing valuable experience in leading teams and optimizing call center processes. Recognized for driving team collaboration and delivering results in dynamic environments. Skilled in conflict resolution and maintaining high service standards, ensuring reliability and adaptability to changing needs.
Offering excellent interpersonal and leadership qualities with readiness to learn and adapt in contact center setting. Brings strong grasp of communication techniques and problem-solving strategies essential for team success. Ready to use and develop skills in team management and customer service.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
6
6
Languages
Work History
Contact Centre Team Leader
Harambee Youth Employment Accelerator
06.2024 - Current
- Daily management, leadership and support of customer services representatives (Learners)
- Ensure daily, weekly and monthly performance targets are proactively managed to ensure that we meet our work seeker targets
- Ensure customer service excellence by providing support and efficient service at all times and escalating any issues timeously
- To support individual coaching and development through weekly and monthly coaching
- Ensure a safe and harmonious working environment for all team members with a focus on the Organization's values
- Ensure that teams participate in contact centre initiatives
- Ongoing focus on recognition
- Partner with the People team (HR) to support formal and people processes as require
Call Centre Coach and Leadership Support
Harambee Youth Accelerator
07.2023 - 05.2024
- Company Overview: on behalf of Department of Labour
- Providing maximum support and guidance to Contact Centre Agents to support the delivery of service excellence to our customers
- Stand-in Team Leader in the absence of the manager
- Provide conversational coaching to team members in need focusing on OJT
- Assist and guide the Guides to practically apply theoretical knowledge learned during training, coaching, and calibration sessions
- Support day-to-day queries on the floor, and remotely liaise with other teams to ensure customer resolution and satisfaction
- Work closely with Contact Centre leadership and the Learning & Development Team to support the achievement of key KPIs
- Assess the output of the individual being coached against predetermined criteria
- Ongoing reinforcement of the Organization's Way of Working
Quality Assurance Assessor
Harambee Youth Employment Accelerator
05.2022 - 06.2023
- Evaluating interactions in line with KPIs
- Providing continuous feedback and support to advisors
- Schedule and facilitate sessions (coaching and calibrations)
- QA Outliers reporting
- Process discussion and reviews
- Supporting teams with key focus areas
- Report on investigations and findings
- Capturing findings
- Overall team performance report
- Trend analysis report
- Weekly presentations
Contact Centre Agent
Harambee Youth Employment Accelerator
04.2019 - 05.2022
- Handling inbound and outbound calls
- Data Capturing
- Administration
- Complete a telephonic Assessment
- Surveys
- Providing work seeker support
- Educating work-seekers on how to utilize the resources we have to support their work-seeking journey
- Organizing and chairing meetings
- Identifying processes that need to be amended
Administrator
Artsvark
12.2017 - 10.2018
- Updating and editing Arts-Related News on the website (Hootsuite)
- Data Capturing
- Administrative
- Managing calendar
- Attending Events on Behalf of Artsvark Media
- Capturing minutes
- Scheduling meetings
Education
Bachelor of Education - Business Studies and Hospitality
University of South Africa
01.2021 - 12.2025
Grade 12 - undefined
Chris J. Botha Secondary School
01.2009 - 12.2009
Skills
- Microsoft Office
- Adaptability and Flexibility
- Interpersonal skills
- Leadership
- Effective Time Management
- Attention to detail
- Customer Service
- Ability to Work Under Pressure
- Team Motivation
- Call Monitoring
- Quality assurance
- Telephone Etiquette
Accomplishments
- Top performing Team Leader (09/01/24 - 12/31/24).
- Completed the Ability to Execute (leadership course).
- Recorded IVR for SA Youth Support Line.
- Presenter for SA Youth TikTok lives.
- Participating in Youth Engagement roadshows.
- Presenting Contact Centre overview for partners.
- Conversation of the week record holder.
Personal Information
- Date of Birth: 10/07/91
- Nationality: South African
- Driving License: In progress
Volunteeropportunity
UIF Ters at Harambee Youth Employment Accelerator (05/01/20 - 07/31/20) Handling inbound calls on behalf of Department of Labour , Query resolution and escalation, Data capturing and system navigation.
Timeline
Contact Centre Team Leader
Harambee Youth Employment Accelerator
06.2024 - Current
Call Centre Coach and Leadership Support
Harambee Youth Accelerator
07.2023 - 05.2024
Quality Assurance Assessor
Harambee Youth Employment Accelerator
05.2022 - 06.2023
Bachelor of Education - Business Studies and Hospitality
University of South Africa
01.2021 - 12.2025
Contact Centre Agent
Harambee Youth Employment Accelerator
04.2019 - 05.2022
Administrator
Artsvark
12.2017 - 10.2018
Grade 12 - undefined
Chris J. Botha Secondary School
01.2009 - 12.2009
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