Muhammad Hoosen
Contact Centre Manager
Cape Town
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Contact Centre Manager
Teleperformance SA
7 2023 - 07.2024
- Manage the operation in accordance with company objectives.
- Maintain client relationships to further business objectives.
- Conduct weekly meetings with all support functions to strengthen the value chain.
- Ensure that commercial and client targets are achieved.
- Designing of bonus structures for my line of business.
Training Manager
CCI South Africa Pty Ltd
01.2023 - 07.2024
- Manage all training interventions for Australian and UK clients
- Improve speed to competency of trainees for each LOB
- Manage the nesting plan in accordance with client and internal Stakeholder expectation
- Management of payroll for training incumbents
- Adherence to group financial policies
- Management of trainers in terms of KPI’s and support thereof
- Prepare and present at weekly, monthly and quarterly business reviews
- Resource planning for all training scheduled within the relevant quarter.
- Collaborated with other departments to align training programs with organizational goals and objectives.
Global Sales Trainer
Cartrack Global
11.2021 - 01.2023
- Training of Commercial Relationship Managers on our Value Proposition
- Conduct periodic product refreshers identified through Analyzing sales Data
- Collaborate with Learning and Development on periodic updates of all Training material
- Design of Commercial Relationship Manager training process flow from Recruitment through to sign off as fully certified Relationship Managers
- Training of Business and Consumer telesales staff on Channel product line
- Update all stakeholders on training initiatives to improve product Knowledge and discuss training interventions in terms of product updates.
Trainer
CCI south Africa
10.2018 - 11.2021
- Training of staff for the production floor
- Manage and oversee the transition phase from training to operations
- Ensure that training is aligned with client requirements
- Ensure that assessment framework is completed as per requirements
- Keep up to date with latest customer trends through live call taking
- Monitor group performance on the floor so as to assess quality of training.
Team Manager
Ignition (Pty) Ltd
04.2017 - 09.2018
- Ensure that sales Key performance indicators are met
- Ensure that quality standards are as per client requirements
- Report on key issues affecting operations
- Ensure that production time is maximised
- Ensure that team is motivated to deliver against set out targets.
Team Manager
Rewards Co
02.2016 - 03.2017
- Managed Sales Team
- Managed team against campaign targets
- Held pre-shift workshops on sales and quality based on reporting
- Responsible for sanctioning quality and timekeeping violations
- Pre-shift brief on target expectations, promotions etc.
Sales Director
Max Impact (Pty) Ltd
02.2015 - 01.2016
- Maintaining client relations
- Sourcing of commodities for international clients
- Managed end to end logistics solutions for clients
- Negotiated supplier agreements.
Training Manager
Africa Shopping Network
09.2014 - 01.2015
- Training management
- Recruited and trained sales staff nationwide
- Finalisation and implementation of direct sales strategies at store level
- Managed sales staff salary budgets.
National Training Manager
Homemark (Pty) Ltd
09.2012 - 08.2014
- Product knowledge training
- Selling skills and retail operations training
- Staff recruitment
- Management of National salary budget
- Customer Service queries
- National Product Launches
- Drafting and implementation of retail returns policies per product
- Handling of HR and IR matters pertaining to retail staff.
Area Manager
Tevo
04.2012 - 09.2012
- Achieving sales targets in retail chains
- Management of staff members in stores
- Facilitating stock through stores and management of aged stock
- Handling of HR and IR matters
- Facilitating reverse logistics processes within stores
- Introducing and maintaining merchandising standards
- Customer service
- Recruitment of store managers
- Negotiation with clients for additional trading space and special deals
- Drawing up of targets
- Managed stock to the value of R10 million throughout area of Accountability
- Execution of promotional activities within retail chains
- Handled HR issues such as recruitment, staff development, as well as Various disciplinary matters
- Handled IR issues such as absconding, unfair dismissal based on Performance as well as representation at the CCMA.
Operational Returns Manager
Verimark Holdings Ltd
05.2010 - 10.2011
- Receiving of Stock
- Despatch of Stock
- Rework of returned stock
- Quality control
- Ordering of spare components and price negotiations
- Customer queries
- Managed and procured logistics support to warehouse
- Sourced products and components
- Managed credit note processing and queries
- Responsible for packaging and facilitation of product onto shop floor
- Handles HR queries such as leave, disciplinary, new employment contract for employees as well as staff recruitment
- Handled HR issues such as absconding, labour practice, hours of work and unfair dismissal at CCMA
- Managed 70 staff members ranging from technicians, credit processing clerks and receiving manager
- Managed adherence to health and safety regulations
- Managed stock in excess of R10 million.
Demonstrator
Verimark Holdings
02.1999 - 12.2000
- Demonstrated products within various retail chains, customer Service as well as merchandising and stock control.
Education
Cost And Management Accounting - Commerce
ML Sultan Technikon
05.2001 -
High School Diploma -
Tongaat Secondary School
Durban South Africa 05.2001 -
Skills
- Microsoft Office
- Problem-Solving
- Team Management
- Project Management
- Supervision and leadership
- Content designing for training interventions
- Operations Management
- Learning and Development
Educationdetails
Tongaat Secondary, 1996, Matric (Exemption), English, Afrikaans, Mathematics, Biology, Accounting, History, ML Sultan Techikon, Cost and Management Accounting, Diploma, 3 years (1997 – 1999), 2 years
Logisticsandpointofsalesoftware
- Flowcentric
- Syspro
- Encore Impact
Health
Excellent
Driverlicense
code 08
Personal Information
- ID Number: 7802145151082
- Criminal Offences: None
- Date of Birth: 02/14/78
- Nationality: South African
- Marital Status: single
Languages
Afrikaans, Zulu
Timeline
Training Manager
CCI South Africa Pty Ltd
01.2023 - 07.2024
Global Sales Trainer
Cartrack Global
11.2021 - 01.2023
Trainer
CCI south Africa
10.2018 - 11.2021
Team Manager
Ignition (Pty) Ltd
04.2017 - 09.2018
Team Manager
Rewards Co
02.2016 - 03.2017
Sales Director
Max Impact (Pty) Ltd
02.2015 - 01.2016
Training Manager
Africa Shopping Network
09.2014 - 01.2015
National Training Manager
Homemark (Pty) Ltd
09.2012 - 08.2014
Area Manager
Tevo
04.2012 - 09.2012
Operational Returns Manager
Verimark Holdings Ltd
05.2010 - 10.2011
Cost And Management Accounting - Commerce
ML Sultan Technikon
05.2001 -
High School Diploma -
Tongaat Secondary School
05.2001 -
Demonstrator
Verimark Holdings
02.1999 - 12.2000
Contact Centre Manager
Teleperformance SA
7 2023 - 07.2024
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