Experienced with leading operational processes to improve efficiency and productivity. Utilizes strategic planning and effective team management to meet organizational goals. Track record of implementing innovative solutions and fostering collaborative work environment.
Hi, I’m
DZUNISANI PRESENT MKHABELE
OPERATIONAL MANAGER
LOUWLARDIA
Summary
Overview
17
years of professional experience
1
year of post-secondary education
Work History
CITY OF JOHANNESBURGJohannesburg
Operational Manager (Technical Call Centre)
01.2015 - Current
Job overview
- Floor management;
- Define Action plans
- Collate and assess feedback
- Monitor work activities and verify completeness
- Maintain Service Levels;
- Ensure all staff are logged in the system and available
- Schedule Breaks as Call Volumes permits;
- Provide and analyze information for management decision;
- Prepare handover reports
- Conduct performance feedback based on the pre-defined criteria and targets
- Adhere and implement HR policies and procedures
- Institute and adhere to internal disciplinary code of conduct
- Submit payroll input
- Ensure all team members have signed performance score cards
- Attend all set coaching session with the direct reporting.
- Monitor and report on OHASA compliance
- Meet all communicated deadlines of submission
- Liaise with relevant Business Units and own Manager
- Decision pertaining to daily operations of the section
- Liaising with customers and other stakeholders
- Initiate disciplinary procedures
- To control functions within the Technical call centre relating to all customer queries and requests by ensuring that Service Levels are maintained
- Perform departmental Administrative duties, Daily Reports and Team Performance Reports are submitted Daily, Weekly and Monthly, Quality assurance is performed and escalate priority issues or requests
- Demonstrated expertise in conflict resolution through mediating disputes between team members or departments, facilitating a harmonious work environment.
- Increased customer satisfaction with consistent quality control measures and proactive issue resolution.
CITY OF JOHANNESBURGJohannesburg
Customer Relation Agent (Call Centre Agent)
08.2008 - 01.2015
Job overview
Education
Wits Business SchoolJohannesburg, South Africa
Some College (No Degree) from FLD (future Leader Development)
02.2016 - 08.2016
University Overview
- Duration: 6 Months
- Subjects: Leadership, Business Acumen, People Management, Personal & Team Effectiveness, Customer Service, Creative Problem Solving, Numeracy for Managers, Color Accounting, Communication, Emotional Intelligence, Business Ethics and Values
Ennerdale Civic Center (ABET)Johannesburg, South Africa
High School Diploma
01.2007 - 11.2007
University Overview
Skills
Competencies And Skills
Competencies And Skills
- Strong communication skills (written and verbal)
- Self-motivated
- Good interpersonal skills
- Organised
- Computer literate (Windows, MS Word, MS Excel, MS Access, MS PowerPoint, Internet Explorer)
- Leadership skills, able to work in a team and under pressure
Extramural Activities
Extramural Activities
- Listening to music
- Watching TV/movies
- Playing sport (soccer)
- Reading
Vernacular
Vernacular
XitsongaPersonal Information
Personal Information
- Health Status: Excellent
- Criminal Record: None
- Date of Birth: 09/01/83
- Gender: Male
- Nationality: South African
- Driving License: Yes
- Marital Status: Married
Timeline
Wits Business School
Some College (No Degree) from FLD (future Leader Development)
02.2016 - 08.2016
Operational Manager (Technical Call Centre)
CITY OF JOHANNESBURG
01.2015 - Current
Customer Relation Agent (Call Centre Agent)
CITY OF JOHANNESBURG
08.2008 - 01.2015
Ennerdale Civic Center (ABET)
High School Diploma
01.2007 - 11.2007
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