Summary
Overview
Work History
Education
Skills
Achievements And Leadership
Timeline
Generic

Nompumelelo Angel Ncongwane

Call Centre Suervisor
Ermelo

Summary


Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

15
15
years of professional experience

Work History

Call Center Supervisor

Msukaligwa Local Municipality
08.2025 - Current
  • Developed training programs to enhance agent skill sets, leading to improved performance metrics across the 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.

Centre Manager

Ubuhlebentuthuko Youth Development Centre
10.2022 - 03.2024
  • Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
  • Coordinated events and promotions at the center, generating increased foot traffic and sales revenue through targeted marketing efforts.
  • Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
  • Developed and maintained strong relationships with key stakeholders, ensuring smooth communication and collaboration across departments.

Wits FYE Ambassador

Wits Student Affairs
01.2017 - 12.2017
  • Mentor first year student
  • Organise and facilitate programes that will help first year students with transitioning from high school to the University

Youth motivator

CMR
01.2014 - 12.2014
  • Organise, present and teach the Crossroads program to different learners
  • In order to inspire and foster personal development, good decision making and leadership skills

Assistant

Research and Counseling Centre
05.2013 - 12.2013
  • Diary management
  • Intake evaluations of clients
  • Office administration

Youth/Life coach

Kohin
07.2010 - 12.2012
  • Make individual, group, school evaluations and set goals
  • Create reclaiming environments and use behaviour management techniques
  • Implement programms/projects that develop healthy external and internal factors

Education

Leadership And Management Diploma

Upskillist
Online
04.2001 -

Bachelor of Arts Degree - Psychology, South African Sign Language

Wits University
01.2018

Progressive ICT skills - undefined

Zazele
01.2012

Grade 12 - undefined

Ithafa Comprehensive
01.2006

Skills

  • Computer skills
  • Communication

    • Reporting skills

    Report writing

    Document management

    Coaching and mentoring

    Training management

    Adaptability and flexibility

Achievements And Leadership

Best speaker for inter-school debate, Social Action Sub-coordinator for CAF (University Social Club), Leader for community Small group prayer, Founder of Sozo skills training and development center

Timeline

Call Center Supervisor

Msukaligwa Local Municipality
08.2025 - Current

Centre Manager

Ubuhlebentuthuko Youth Development Centre
10.2022 - 03.2024

Wits FYE Ambassador

Wits Student Affairs
01.2017 - 12.2017

Youth motivator

CMR
01.2014 - 12.2014

Assistant

Research and Counseling Centre
05.2013 - 12.2013

Youth/Life coach

Kohin
07.2010 - 12.2012

Leadership And Management Diploma

Upskillist
04.2001 -

Bachelor of Arts Degree - Psychology, South African Sign Language

Wits University

Progressive ICT skills - undefined

Zazele

Grade 12 - undefined

Ithafa Comprehensive

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Nompumelelo Angel NcongwaneCall Centre Suervisor