Kabelo Ramokgopa
Team Manager
Randburg,GP
Summary
Experienced, target-driven and customer-oriented professional Contact Centre Team Leader with over 6 years of experience in customer service, team management, and call center operations. Proven expertise in coaching and mentoring teams, driving performance improvement, and ensuring exceptional customer experiences. Adept at CRM systems, workforce management, quality assurance, and compliance with company policies, including POPIA regulations. Strong communication, leadership, and problem-solving skills, with a passion for optimizing customer interactions and operational efficiency. Seeking to leverage my experience and leadership abilities in a dynamic environment to drive business success and enhance customer satisfaction.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Team Leader
Alexforbes
04.2024 - 06.2025
- Responsible for the day to day management of the team in line with company requirements and procedures
- Monitor call volumes and call backs daily to meet agreed SLA
- Effective feedback provided to relevant role players as and when necessary
- Performing quality assessments on both voice and email customer interactions
- Identify and escalate potential system and process improvements to enhance the customer's journey
- Identify and escalate trends, problem areas and training opportunity
- Deliver coaching sessions to ensure KPI targets are met
- Report on the overall quality and customer feedback per agent in team
- Engage with internal departments to solve customer queries and escalate customer facing challenges to relevant stakeholders
- Take ownership of a customer interaction and ensure their needs are met within TAT
- Effective management and resolution of escalated issues
- Shift and adherence management to ensure there is adequate cover at all times
- Manage, drive and monitor productivity and quality of work
- Manage regular team meetings including drafting of minutes and action plan
- Track and manage CRM cases daily
- Monitor effective use of business tools and equipment
- Meeting customer survey satisfaction standard
- Ensure company policies and procedures are communicated to team, managing and resolving people related problems, employees conflict of interest, absenteeism and IR matters
Contact Centre Team Leader
Ison Xperiences
04.2020 - 01.2024
- Coached team members, developed strengths, and improved weaknesses.
- Identified team goals and evaluated progress.
- Resolved conflicts and organized team initiatives.
- Trained new customer service team members.
- Utilized customer relationship management (CRM) software to document interactions.
- Monitored call length and team volume.
- Conducted quality assurance reviews and led performance evaluations.
- Created intervention and improvement plans for team members.
- Compiled reports for the Director of Customer Services.
- Proposed new procedures to improve customer service.
- Resolved escalated customer issues.
- Motivated customer service teams to meet business objectives.
Contact Centre Agent
Ison Xperiences
02.2017 - 02.2018
- Handled customer calls, providing accurate and satisfactory responses.
- De-escalated customer complaints, offering patient assistance.
- Informed customers about new products, services, and policies.
- Guided callers through troubleshooting processes.
- Reviewed and updated customer accounts.
- Collaborated with QA assessors to enhance service quality.
- Assisted in training new hires by providing mentorship and system navigation guidance.
Customer Service Agent
Multiplier
05.2019 - 04.2020
- Conducted outbound calls for both long and short-term insurance.
Education
High School Diploma -
Gaseitsiwe High School
North-West 01.2016 - 12.2016
Certificate - Public Administration
IQ Academy
Gauteng 07.2023 - 07.2024
Skills
- Management
- Leadership
- Call Center Operations
- Workforce Management
- Office Administration
- Problem Solving
- Adaptability
- Customer Service Excellence
- Coaching
- Training
- Quality Assurance
- Compliance
- Team Management
- Performance Management
- Stakeholder Engagement
- Time Management
- Multitasking
- Integrity
- Teamwork
- Collaboration
- Emotional Intelligence
- Strategic Planning
- Organisational Skills
Languages
English
Setswana
Sepedi
isiZulu
Personal Information
- Title: Contact Centre Team Manager
- Date of Birth: 06/08/1996
- Gender: Female
- Nationality: South African
Timeline
Team Leader
Alexforbes
04.2024 - 06.2025
Certificate - Public Administration
IQ Academy
07.2023 - 07.2024
Contact Centre Team Leader
Ison Xperiences
04.2020 - 01.2024
Customer Service Agent
Multiplier
05.2019 - 04.2020
Contact Centre Agent
Ison Xperiences
02.2017 - 02.2018
High School Diploma -
Gaseitsiwe High School
01.2016 - 12.2016