Malibongwe Sibiya
Acting Performance Manager
Delft
Summary
I am a goal-driven, organized and dependable candidate with a keen interest in business process management, client experience and leadership matters. Being client oriented and constantly seeking better ways of bringing value to the organization enables me to explore efficient total quality management processes, ensuring that organization goals are achieved. I am detail-oriented, can manage multiple priorities and I am always willing to take on added responsibilities to meet team/department objectives and goals.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
5
5
Languages
Work History
Acting Performance Manager: Chat Support
Capitec Bank
Cape Town
12.2022 - Current
- Manage operational productivity and standards within the Chat Support team through continuous (in real time) monitoring of performance in all Chat functions (Social Media, WhatsApp and Emails).
- Respond immediately to technical and operational issues and problems ensuring that system/technical problems and glitches are identified and referred to the relevant departments for resolution.
- Responsible to work with forecast volumes to ensure appropriate planning and delivery of service within the set goals for the department.
- Ensure SLAs are achieved; analyse trends to improve processes and implement the strategy as defined by Management
- Propose and implement change plans and ensure change is communicated and embedded within the team
- Identify potential areas of improvement and implement same
- Ensure the correct implementation of all relevant system specifications / enhancements
- Responsible for ensuring both the structure of the function and the allocation of resources are in line with specific Chat Support/Conversational Banking objectives (People, Service and Delivery).
- Responsible for the recruitment of Chat Support team members.
- Responsible for the contracting of personal development plans and performance management of Chat Support team members.
- Oversee Agent training: liaise with Talent Development to develop training material and ensure capability and knowledge gaps are identified and plans created to rectify.
- Assign / delegate tasks to Team Leaders.
- Contract IPAs for Team Leaders and Agents in Chat Support as well as ensure feedback received within contracted IPAs.
- Provide input into the monthly Management report to Management.
- Provide ad hoc reporting as required by Management.
Team Leader: Social Media
Capitec Bank
Cape Town
01.2022 - 11.2022
- Coordinate interactions between Marketing and the Social Media team to ensure that all campaigns and promotions are known and well prepared for (scheduling and product knowledge).
- Monitor interactions on Social Media platforms and schedule according to client demand.
- Engage with the relevant stakeholders/product heads/SMEs to ensure that the responses used by the Social Media team are relevant and up to date.
- Quality check responses by the Social Media team on Social Media platforms are up to standard.
- Coach the Social Media team on how to handle complaints on social media platforms/channels and reputational risk matters.
- Use reports such as BrandsEye to identify any reputational risks issues that may impact the brand’s sentiment and come up with recovery strategies, or flag with the relevant stakeholders to mitigate the risk.
- Ensure that Standard Operation Procedure (Sop) and workflow documents are up to date and relevant.
- Ensure that the Social Media team meets performance and service standards and take responsibility for all disciplinary and performance management processes.
- Report daily/monthly performance to department management and Marketing, and communicate any issues experienced and make recommendations where necessary.
Team Leader: Helpdesk
Capitec Bank
Cape Town
04.2020 - 01.2022
- Report and update my team’s attendance/ late coming/absenteeism, identify trends and provide plans of action to improve.
- Analyze my team’s previous-day performance (one pager/ Contact Centre Agent Productivity Report) and provide feedback to management.
- Monitor wallboards and the site’s performance.
- Monitor my team’s open incidents (S-track) for follow-ups, outstanding feedback as well as rejections,
- Review the AHT report and conduct the investigations for the outliers.
- Conduct one-on-one coaching on overall performance or wellness issues with my agents and refer to AskNelson where necessary.
- Provide agents with feedback on QA and set targets after the review.
- Agents leave approvals and audits to ensure that all leave has been applied for.
- Conduct RTWD (return to work discussions) with agents that have returned from absence.
- Compile and submit my team’s monthly IPAs and set up the discussions on Success Factors.
- Conduct disciplinary Interviews.
- Submit monthly overtime claims.
- Handle escalations from agents on calls as well as those sent to the BSC Escalations mailbox.
- Identify shortcomings and faults in the department’s processes and flag them with the relevant department for investigation, alignment and possible amendments.
Agent: Helpdesk
Capitec Bank
Cape Twon
01.2016 - 04.2020
- Assisting branches with managing client accounts/ profiles and following basic business processes, FICA compliance and credit.
- Logging branch complaints/ concerns/ queries to relevant departments.
- Following- up on behalf of branches to relevant departments as well as providing feedback/ resolutions to branches.
- Assisting my current team leader with collecting as well as updating the team’s performance statistics such as branch follow- ups.
- Assuming Team Leading duties when a team leader is absent. Duties such as schedule updates, system transaction approvals and branch escalations.
- Support the floor and resolve queries when Team Leaders are in meetings and cannot attend to agents.
Agent/ Coach: Customer Care
WNS Global Services: Vodacom Campaign
Cape Town
05.2014 - 01.2016
- Troubleshooting and resolving network related issues experienced by customers.
- Providing accurate and resourceful information concerning promotional offers available within the network provider.
- Transferring certain calls to appropriate departments using Interaction Work Space (IWS).
- Assisting management with call audits to keep track of service levels and agent performance.
- Coaching of new intakes as well as stand-in Team leader duties
- Team representative at weekly division meetings.
Waitron
Spur Steak Ranches
Cape Town
12.2009 - 05.2014
- Welcoming and sitting guests.
- Suggesting as well as selling promotional items on the menu.
- Taking and coordinating orders from numerous tables.
- Handling complaints as well as complements.
Education
Bachelor of Commerce (Bcom) - Commerce
Regent Business School
Durban 01.2020 - 12.2022
Skills
Social Media engagements
Email management
Conversational Banking
Managerial techniques
Cross-functional team leadership
Good interpersonal skills
Project management
Computer literate (MS Office)
Mentoring and coaching
Performance reporting
Performance improvement
Performance evaluation
Customer service leadership
Certification
Cornerstone: Banking NQF4
Timeline
Acting Performance Manager: Chat Support
Capitec Bank
12.2022 - Current
RE5 Regulatory Examination
10-2022
Team Leader: Social Media
Capitec Bank
01.2022 - 11.2022
Team Leader: Helpdesk
Capitec Bank
04.2020 - 01.2022
Bachelor of Commerce (Bcom) - Commerce
Regent Business School
01.2020 - 12.2022
Cornerstone: Banking NQF4
12-2018
Agent: Helpdesk
Capitec Bank
01.2016 - 04.2020
Agent/ Coach: Customer Care
WNS Global Services: Vodacom Campaign
05.2014 - 01.2016
Waitron
Spur Steak Ranches
12.2009 - 05.2014