Nhlanhla Mthembu
Learning & Development Facilitator
Durban
Summary
Over 6 years of experience managing teams in high-volume call centers and 3 years in Learning and Development, with a strong background in people management and employee training. Skilled in leading and coaching teams across insurance and retail campaigns, having trained over 500 staff members. Currently completing certifications including CII FIT, IF1, and Skills Development Facilitator (SDF), applying this knowledge to design and deliver impactful training that enhances performance and ensures compliance. Focused on driving skill development, productivity, and aligning learning initiatives with organizational goals to support business growth
Overview
9
9
years of professional experience
3
3
Languages
Work History
Learning and Development Facilitator
Outworx Call Centre
12.2022 - Current
- Designed and delivered training programs for car and caravan insurance teams (sales, service, chat) to enhance product knowledge and customer interaction skills.
- Conducted training sessions for British Gas UK lead generation teams, boosting understanding of gas and electricity products and increasing conversion rates.
- Collaborated with campaign managers and subject matter experts to identify skill gaps and develop targeted learning solutions aligned with campaign goals.
- Used LMS data and call quality metrics to assess learner performance, adjusting training content to improve customer experience and sales outcomes.
- Provided coaching to sales and service agents on communication strategies for inbound and outbound calls, improving contact resolution and customer satisfaction.
- Delivered training via multiple formats, including virtual, in-person, and digital modules, to maximize accessibility and engagement.
- Managed training logistics such as scheduling, material preparation, and participant communication to ensure timely and effective program delivery.
Customer Services Team Leader
Outworx Call Centre
01.2021 - 12.2022
- Supervised teams of 80+ agents across inbound and chat channels for car and caravan insurance sales and service campaigns.
- Managed daily team operations to meet sales targets, SLA requirements, and compliance with FCA regulatory standards.
- Delivered structured coaching on objection handling, policy knowledge, and service delivery to improve agent performance.
- Led onboarding and role-specific training for new hires, reducing time to competency and improving early-stage productivity.
- Oversaw shift planning, attendance tracking, and resource allocation to maintain optimal service levels and reduce wait times.
- Handled complex escalations and customer complaints, ensuring resolution aligned with policy while maintaining customer trust.
- Aligned team performance with business objectives by translating feedback and quality insights into actionable improvements across KPIs such as AHT, CSAT, and FCR.
Customer Service Team Leader
CCI South Africa
01.2016 - 12.2020
- Held the same roles and responsibilities as at Outworx Call Centre.
Education
CII IF1 – Insurance, Legal And Regulatory -
Chartered Insurance Institute (CII)
12-2025
CII FIT – Foundation Insurance Test -
Chartered Insurance Institute (CII)
08-2025
Skills Development Facilitator (ETDP SETA Accredit -
TrainYouCan Training Academy
Durban, South Africa 01.2024 - 03.2025
Moderator Certificate (ETDP SETA Accredited) -
TrainYouCan Training Academy
Durban, South Africa 01.2024 - 03.2025
Assessor Certificate (ETDP SETA Accredited) -
TrainYouCan Training Academy
Durban, South Africa 01.2024 - 03.2025
Train-the-Trainer Certificate -
TrainYouCan Training Academy
Durban, South Africa 01.2024 - 03.2025
Emerging Managers Programme -
University of KwaZulu-Natal
Durban, South Africa 06.2022 - 11.2022
Further Education And Training Certificate - Contact Centre Operations
CCI South Africa
10.2018 - 10.2019
National Senior Certificate - Matric
Phoenix Technical School
Durban, South Africa 01.2009 - 12.2013
Skills
Curriculum design
in-person training delivery
virtual training delivery
learner-focused methods
blended learning
Coaching
mentoring
performance feedback
team supervision
development planning
talent management
Learning needs analysis
tracking KPIs
report generation
content refinement
ROI evaluation
Strong written communication
Strong verbal communication
conflict resolution
stakeholder engagement
collaboration
presentation skills
Scheduling
shift planning
task delegation
campaign support
project coordination
SLA alignment
process improvement
Proficient in Microsoft Word
Proficient in PowerPoint
working knowledge of Excel
virtual training platforms
basic analytics tools
Timeline
Skills Development Facilitator (ETDP SETA Accredit -
TrainYouCan Training Academy
01.2024 - 03.2025
Moderator Certificate (ETDP SETA Accredited) -
TrainYouCan Training Academy
01.2024 - 03.2025
Assessor Certificate (ETDP SETA Accredited) -
TrainYouCan Training Academy
01.2024 - 03.2025
Train-the-Trainer Certificate -
TrainYouCan Training Academy
01.2024 - 03.2025
Learning and Development Facilitator
Outworx Call Centre
12.2022 - Current
Emerging Managers Programme -
University of KwaZulu-Natal
06.2022 - 11.2022
Customer Services Team Leader
Outworx Call Centre
01.2021 - 12.2022
Further Education And Training Certificate - Contact Centre Operations
CCI South Africa
10.2018 - 10.2019
Customer Service Team Leader
CCI South Africa
01.2016 - 12.2020
National Senior Certificate - Matric
Phoenix Technical School
01.2009 - 12.2013
CII IF1 – Insurance, Legal And Regulatory -
Chartered Insurance Institute (CII)
CII FIT – Foundation Insurance Test -
Chartered Insurance Institute (CII)
Accomplishments
- Selected as the BPESA Youth Ambassador for 2022 through a competitive national selection process, representing youth in the business process outsourcing sector.
- Chosen as one of 8 candidates for the Ethekwini Municipality and BPESA Emerging Managers Programme 2022, focused on developing future leaders in operations and management.
- Led the setup and operational rollout of 3 insurance campaigns (CETA Insurance, Complete Cover Group, Boom Insurance) between 2021 and 2022, building teams of 80+ staff and supporting campaign growth through structured training and workflow development.
Languages
English
IsiZulu
IsiXhosa
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Additional Information
- Valid South African Driver’s Licence (Code 10/C1)
- Own reliable vehicle
- Willing to travel for work, if required
- References available on request