Travelling
Kelebogile April
Team Manager
Meadowlands
Summary
Experienced and self-motivated team manager with a passion for developing leaders. Demonstrated ability to effectively organize and achieve favorable outcomes for both teams and clients. Skilled in confidently presenting and leading meetings, showcasing strong leadership abilities even under pressure. Deep understanding of the complexities within the contact center and BPO industry. Dedicated to driving success and fostering growth within teams.
Overview
15
15
years of professional experience
Work History
Team Manager
Concentrix South Africa
08.2016 - Current
- To lead, guide and coach teams to reach operational targets
- To oversee the daily operations of the account
- Keep track on their progress and feedback to team managers
- Conduct daily and weekly team meetings
- Complete evaluations weekly for the team
- Daily completion of time sheets
- Take manager escalations
- Complete clients daily reports
Administrator
Harambee Youth Employment Accelerator
07.2015 - 08.2016
Quality Analyst / Acting - Team Manager / Subject Matter Experts Compliance / Sales Expert and Customer Service Representative
Aegis BPO Holding South
03.2011 - 03.2015
- Conduct Quality presentation with new hires
- Provide feedback to Team Managers
- Work closely with Team Managers to ensure coaching session and call assessments are done correctly in accordance with quality requirement
- Conduct file audits with Team Managers on coaching compliance
- Conduct Calibrations with Team Managers to ensure they aligned with quality requirements
- Conduct Team and Investment training sessions with all teams on product up-dates, compliance, assessment forms
- Provide quality report for management staff review
- Report on root course analysis using Customer escalation Tools such as side by side and use CET tools
- Complete accreditation for new hires
- Keep track on their progress and feedback to Team Managers
- Constantly liaise with Managers on the process and update
- Check the checker to track if Managers are assessing calls aligned with Quality criteria
Cashier
Nu-Metro Theatres (Clearwater mall branch)
06.2010 - 03.2011
Education
No Degree - Educational Leadership And Management
Stellenbosch University
Stellenbosch, South Africa 04.2001 -
Certificate of Contact Centre - undefined
Aegis BPO Holdings
03.2011 - 07.2011
Grade 12 - English, Setswana, Life Orientation, Accounting, Economics and Business Studies
Thutolore Secondary School
Skills
Leadership Expert
Effective Communication
Decision Making Expert
Problem Solving Expert
Conflict Resolution Expert
Multitasking Skills
Time Management
Accomplishments
Certification of Best Employee
Nomination of Best Client Interest at Heart
Certification of Leadership
Roles And Responsibilities
To lead, guide and coach teams to reach operational targets., To oversee the daily operations of a team., Keep track on their progress and feedback to Team Managers., Conduct daily and weekly team meetings., Complete evaluations weekly for the Team., Daily completion of Time Sheets., Take Manager Escalations., Complete Clients daily Reports., Conduct Quality presentation with new hires., Provide feedback to Team Managers., Work closely with Team Managers to ensure coaching session and call assessments are done correctly in accordance with quality requirement., Conduct file audits with Team Managers on coaching compliance., Conduct Calibrations with Team Managers to ensure they aligned with quality requirements., Conduct Team and Investment training sessions with all teams on product up-dates, compliance, assessment forms., Provide quality report for management staff review., Report on root cause analysis using Customer escalation Tools such as side by side and use CET tools., Complete accreditation for new hires., Keep track on their progress and feedback to Team Managers., Constantly liaise with Managers on the process and update., Check the checker to track if Managers are assessing calls aligned with Quality criteria., Ensure that the campaign runs efficiently from a client business perspective., Work closely with the CSM/CCM to ensure the required staffs are in place as and when require (When running a nesting team)., To constantly manage and monitor the team to ensure operational efficiency and productivity., To advise the CSM/CCM of additional motivational, stress management-training requirements., Conduct daily and weekly team meetings., Conduct BAU training sessions with new hires in nesting., Drive performance on the Of gem compliance process., Assist advisors with product queries and investigations., Train new hires on system navigation., Provide feedback through coaching for both new hires and tenured advisors., Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects., Meet and exceed the up selling targets set by the client., Effectively deal with job stress, angry callers, and upset customers and meet commitments to customers., Apply the elements of building positive rapport with different types of customers over the phone.
Contact Numbers
- 078 9010 672
Personal Information
ID Number: 920605 0425 085
Interests
Cooking
Timeline
Team Manager
Concentrix South Africa
08.2016 - Current
Administrator
Harambee Youth Employment Accelerator
07.2015 - 08.2016
Quality Analyst / Acting - Team Manager / Subject Matter Experts Compliance / Sales Expert and Customer Service Representative
Aegis BPO Holding South
03.2011 - 03.2015
Certificate of Contact Centre - undefined
Aegis BPO Holdings
03.2011 - 07.2011
Cashier
Nu-Metro Theatres (Clearwater mall branch)
06.2010 - 03.2011
No Degree - Educational Leadership And Management
Stellenbosch University
04.2001 -
Grade 12 - English, Setswana, Life Orientation, Accounting, Economics and Business Studies
Thutolore Secondary School
Similar Profiles
DUDUZILE NDWANDWEDUDUZILE NDWANDWE
Deputy Director at Cochrane South Africa, South African Medical Research CouncilDeputy Director at Cochrane South Africa, South African Medical Research Council
Francis KaleveraFrancis Kalevera
Acquire to Retire Analyst at Safaricom PLC, MPESA Africa, MPESA South AfricaAcquire to Retire Analyst at Safaricom PLC, MPESA Africa, MPESA South Africa
GOSIAME RUTH MOLOISANEGOSIAME RUTH MOLOISANE
SHEQ Assistant at MINCON SOUTH AFRICA - DRICONEQ AFRICASHEQ Assistant at MINCON SOUTH AFRICA - DRICONEQ AFRICA
NOMSA KGOKONGNOMSA KGOKONG
DEBTORS CLERK at LEWIS GROUP PTY LTDDEBTORS CLERK at LEWIS GROUP PTY LTD
BUSISIWE VALENTIA HLUNGWANEBUSISIWE VALENTIA HLUNGWANE
School Operations Manager at SPARK SchoolsSchool Operations Manager at SPARK Schools