NHLANHLA MATHEBULA
Call Centre Supervisor
Centurion
Summary
Well-organize Call Centre Supervisor bringing over 10 years managing and overseeing multiple tasks in busy offices. Commended for consistently driving team success through company procedures enforcement and personnel training. Proficient in various software and database management.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Call Centre Supervisor
Midstream Electrical Supplies PTY (LTD)
Centurion
4 2015 - 6 2022
- Responsible for overseeing operations and staff within their assigned contracts
- Accountable for ensuring that performance meets set Service Level Agreements (SLAs)
- Manage operations within allocated budget
- Continuously monitor and ensure adherence to SLA targets
- Oversee email and voice queues, including wait times
- Monitor post-call survey results to gauge service quality
- Evaluate agent performance to ensure quality and timely execution in line with service standards and client requirements
- Monitor shift schedules, including log-ins, log-outs, scheduled and unscheduled breaks, and absenteeism
- Record and manage absenteeism, capturing data in PASTEL SAGE within 48 hours of return
- Identify skill requirements for staff and facilitate development for optimal performance and career growth
- Conduct bi-monthly performance sessions with staff
- Ensure transfer of skills and knowledge within team
- Pursue self-development opportunities related to role.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across board
- Developed process controls and metrics for daily management of call center
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents
- Enhanced team performance with consistent coaching, feedback, and development opportunities
- Reduced average handle time through implementation of effective call handling techniques and scripts
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Trained team members on performance metrics and consumer behavior identification
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support
- Created inclusive work environment that embraced diversity while maintaining professionalism at all times
- Coordinated with other departments to provide smooth execution of sales initiatives
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly
- Executed Monthly Performance Plans with representatives to to identify production gaps
- Maintained open lines of communication between management and staff, fostering transparent workplace culture that encouraged collaboration and innovation
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
- Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across board
Customer Service Supervisor
African Bank Investment Limited
Midrand
08.2011 - 04.2015
- Managed team of 15 call center consultants, achieving 85% first call resolution rate
- Developed and executed customer feedback surveys, resulting in 15% increase in customer satisfaction ratings
- Collaborated with workforce management to optimize staffing levels, reducing average wait time by 20%
- Ensured adherence to procedures and processes that support company and departmental standard
- Lead by example and displayed customer centric attitude at every circumstance
- Worked hand in hand with customer service manager and team to review, develop and implement service improvement initiatives in interest of improving customer experience on ongoing basis
- Managed scheduling and shift rotations to ensure adequate coverage and optimize resource allocation
- Communicated professionally, both telephonic and in writing, with internal and external customers and to ensure team does same
- Built positive relationships with internal and external contacts, including but not limited to technical teams, third party vendors and Commercial contacts
- Analyzed complaints/incidents and service failures to find root causes and to recommend solutions
- Monitored and/or ensured incidents are attended to in good time and within prescribed SLA to minimize repeat callers and repeat complaints
- Monitored call statistics, abandonment rate, availability, and workload to ensure incidents are attended to in good time and workload distributed fairly
- Monitored and/or ensured that all Social Media escalations are dealt with promptly, resolved in good time, with feedback provided to complainant regularly as per Customer Service Operating Procedures
- Monthly one-on-one meetings, performance reviews with staff
- On-the job training of new employees to meet minimum requirements soonest and perform at optimal level.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
- Coached team members to deliver hospitable, professional service while adhering to set service models
Education
National Diploma in Human Resources Management -
Boston City Campus
Kempton Park, South Africa 01.2020 - 06.2024
Some College (No Degree) - Call Centre Management
Team Solutions
Midrand, South Africa 01.2009 - 01.2009
Skills
Competent in Microsoft Word, PowerPoint, Excel, and Outlook
Effective Administrative and Human Resource Management skills
Excellent organizational, administrative, planning, and coordinating skills
Can communicate effectively with all relevant and identified stakeholders
Ability to analyze performance data and generate actionable insights
Strong problem-solving abilities and conflict resolution skills
Able to take accountability for my work and deliver required actions for business objectives
Good interpersonal and time management skills
Strong Leadership Potential and able to demonstrate drive, ambition, and passion for challenging work
Time management, Organizational and planning skills
Ee
Black Male
Contact
076 040 2778, 060 998 2702, nhlanhla1.mathebula@gmail.com
Licence
Code 10-C1
Personal Information
Nationality: South African
References
Available upon request
Timeline
National Diploma in Human Resources Management -
Boston City Campus
01.2020 - 06.2024
Customer Service Supervisor
African Bank Investment Limited
08.2011 - 04.2015
Some College (No Degree) - Call Centre Management
Team Solutions
01.2009 - 01.2009
Call Centre Supervisor
Midstream Electrical Supplies PTY (LTD)
4 2015 - 6 2022
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