LINDA NGXANDE
Operations Manager
Midrand,GP
Summary
Centre Manager leading revenue, monitoring 4+ targets per month, headcount planning for 21–40 roles, and site operations across a high-volume client service environment. Oversees budget control, performance improvement, risk management, and quality standards to support quality and efficiency while keeping schedules, administration, and 13+ monthly reports aligned with senior leadership directives. Builds a safe, efficient centre through disciplined staff management and operational oversight.
Overview
13
13
Certifications
13
13
years of professional experience
Work History
Operations Manager
BYC Aqua Solutions
01.2018
- Managed strategic objectives of the business
- Developed and maintained an operations strategy that allows on-going growth for company and our people
- Designed and maintained delivery of functions, services and processes aligned to client contractual requirements
- Planned and controlled of resources required to fulfil contractual requirements effectively
- Continual reviewed improvement of the performance of operation organisation.
- Managed client engagement requirements via telephonic and email support
- Attended client meetings as SME on QA Provided as required
- Fulfilled calibration sessions as required by business
- Provided error reports to senior management as required
- Contributed to the optimisation of revenue per return on contract
- Managed delivery of monthly Quality Reports to clients on due dates as required by client and BYC management
- Collated relevant data from AQUA QA Software, and compilation of data into required report format
- Submitted reports with supporting documentation to relevant stakeholders within client infrastructure
- Submitted reports to BYC administrative staff member responsible for invoice submission
Team Leader
BYC Aqua Solutions
01.2015
- Provided comprehensive support to the Operations manager with all outputs required by staff members. Management of required hourly outputs per day to fulfil client requirements.
- Allocated and managed workflow to Quality Assessors daily to fulfil required outputs.
- Ensured 1-2-1’s for all direct reports completed monthly. Coaching on errors, Client enquiries/changes managed within desired timelines for the accounts they work on. Attendance of calibration sessions with clients.
- Completed minimum of 6 audits per QA assessor per month.
- Managed staff targets
- Managed absence/holiday to ensure spread and achievement of targets.
- Coordinated Daily, Weekly, Monthly team meetings to discuss activity within business and plans.
- Compiled and submitted monthly reports.
- Manged the Surveyors team.
Centre Manager
MPC Connect
06.2023 - Current
- Monitor daily, weekly, and monthly business revenue targets.
- Coordinate schedules and allocations.
- Manage the internal recruitment processors and maintain the Centre headcount.
- Ensure Centre administration processors are smooth, efficient, and consistent with company policies and senior management directives.
- Prepare weekly and monthly reports.
- Staff Management includes but is not limited to overseeing the Performance.
- Improvement Processes: Staff wellness initiatives and working together with Human.
- Resources in disciplinary cases.
- Attend Management meetings and implement executive strategies.
- Ensure daily business costs are kept to a minimal.
- Oversee the upkeep of the building/business site.
- Attend to daily Ad Hoc responsibilities.
- Create a safe working environment.
- Risk Management: Be alert and aware of potential risk areas and take the necessary mitigation steps.
- Quality Management: Ensure the business meets the quality standards required by the company and client/s.
Quality Assurer
BYC Aqua Solutions
11.2013 - Current
- Conduct Quality assurance assessments as required within the operational areas
- Auditing of completeness of work via the Administration system (sales), including outgoing correspondence and recordings
- Identify and reporting of problem areas and trends
- Complete scorecards daily across all relevant clients in the business as instructed
- Manage productivity and efficiency within the department
- Identify training needs with the focus on development of contact Centre consultants.
- Communicating regularly with the Line Manager in terms of consultant performance and development requirement
- Implement quality control, training manuals and guidelines.
- Maintain objective and effective assessment performance system
- Reporting on Performance across all areas of the business on a timely and regular basis including new business, error reports, daily stats reports, call rating, updating and compiling excel reports as well as conducting English, Afrikaans, and Vernacular calls weekly and monthly across all business campaigns (Language dependent)
Senior Operations Manager
BYC Aqua Solutions
01.2021 - 06.2023
- Improve the operational systems, processes, and policies in support of organisation’s mission - specifically, support better management/client reporting, information flow and management, business process and organisational planning.
- Manage and increase the effectiveness and efficiency of Support Services
- Provided support with HR related activities such as disciplinary hearings
- Track monthly client billing based on contractual commitments, through improvements to each function as well as coordination and communication between support and business functions.
- Play a significant role in long-term planning, including an initiative geared toward operational excellence.
- Regular meetings with GM around monthly revenue planning.
- Regular meetings with GM around client delivery
- Ensure regular meetings with call allocations to ensure client delivery is achieved
- Managing the Call downloading and call sourcing team to ensure call delivery KPI’s are achieved
- Ensure monthly operations reports are submitted to GM timeously
- Responsible for onboarding new QA’s successfully
- Responsible for onboarding new clients into the operational teams and resources
- Working closely with the change manager/quality expert when changing client measurements
- Perform all activities related to resource management
- Supervise and coach Operations Managers and Team Leaders on a weekly basis including monthly 1-2-1’s
- Ensure Operations Managers KPI’s achieved
- Operations Managers responsible for the assignment of QA Assessors to relevant teams
- Escalate issues/concerns to GM based on severity
- Fulfil weekly operational updates to GM
- Processed Input into financial planning
- Managing error rate SLA
- Managing client response within SLA (4hr resolution)
- Support the General Manager by overseeing monthly forecasts of organisation's financial performance against forecast of revenue income. Oversee short and long-term client reporting.
- Reconcile monthly activity in line with sales forecast assumptions provided – provide feedback to General Manager
- Maintain resource calculator to ensure adequately resourced organisation with efficient utilisation of staff
- Coordinated monthly planning meeting with CEO, General Manager and Finance Manager.
Education
LLB -
University of Transkie now (WUSU)
Matric (Grade 12) - undefined
Northern Paarl High School
01-1998
Skills
Operations management
Stakeholder management
Resource allocation
Financial forecasting
EXCO Secretariat
Workforce planning
Headcount management
Budget management
Cross-functional coordination
Quality assurance
Process improvement
Performance management
SLA management
Business reporting
Internal audit
Client onboarding
Certification
FNB accreditation as a trainer
Timeline
Centre Manager
MPC Connect
06.2023 - Current
Senior Operations Manager
BYC Aqua Solutions
01.2021 - 06.2023
Operations Manager
BYC Aqua Solutions
01.2018
Team Leader
BYC Aqua Solutions
01.2015
Quality Assurer
BYC Aqua Solutions
11.2013 - Current
Matric (Grade 12) - undefined
Northern Paarl High School
LLB -
University of Transkie now (WUSU)