Summary
Overview
Work History
Education
Skills
Language Proficiencies
Personal Information
Timeline
Generic
Nomthandazo Primrose Koboka-Nonkeuse

Nomthandazo Primrose Koboka-Nonkeuse

Key Individual-Call Centre Manager
Meredale

Summary

CAREER SYPNOSIS

Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Knowledgeable Call Centre Manager with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

Knowledgeable Call Centre Manager with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.

Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

24
24
years of professional experience
2000
2000
years of post-secondary education

Work History

Key Individual-Call Centre Manager

Metropolitan Life
01.2015 - Current
  • Managing and overseeing the activities relating to the rendering of financial services in the Call Centre.
  • Determination and execution of business strategy for assigned Key Account.
  • Initiate promotional activities in collaboration with Marketing.
  • Monitoring assigned Key Account profitability.
  • Ensure employee value proposition is initiated and effectively communicated.
  • Manage people, HR policies, staff rewards and recognition.
  • Ensure compliance with customer service policies, procedures and operating plans and highlight operational risks and controls. Proactively take relevant action where necessary.
  • Set service targets (qualitative and quantitative) for the business unit and integrate with other business areas in order to achieve service level standards.
  • Set performance standards (Key Performance Areas, Key Performance Indicators).
  • Ensure performance measurement is carried out correctly and regularly.
  • Ensure skill and knowledge gaps are identified.
  • Ensure training and development plans exist and are followed.
  • Develop career paths.
  • Motivate and lead the team.
  • Coach...coach...coach.
  • Continuously seek improvements in business processes and manage the change process when improvements are implemented.

Team Leader

SA Warranties (Regents)
01.2010 - 01.2013
  • Fully responsible for the Team of 15 Agents.
  • Put together activation planning(campaign management), for the sales staff.
  • Daily-Weekly and Monthly sales reviews.
  • Coaching and motivating.
  • Quality Feedback.
  • Conducting team meetings.
  • Reward and Recognition.
  • Managing discipline.
  • Probation Reviews.
  • House Rules- Making sure House Rules are adhered to all the time.
  • Huddles – responsibilities and catch up for previous and current day stats and updates.
  • Complaint Calls- Handling of customer complaint calls from the team.

Tele-Agent

Market SA
02.2006 - 10.2010

HR Practitioner /data capturing

Gauteng Shared Service Centre
01.2005 - 01.2006

Cashier/Customer Service Representative

KFC -Lenasia
01.2002 - 01.2004

Education

Senior Certificate -

Mzomtsha High School

Human Resources Certificate N4-N5 - Human Resources Management-not Completed

Port Elizabeth College
Port Elizabeth
01.1999 - 01.2001

Skills

Good Interpersonal skills

Language Proficiencies

  • English
  • IsiXhosa
  • IsiZulu
  • SeSotho

Personal Information

  • ID Number: 8009020482082
  • Ethnicity: Black
  • Gender: Female

Timeline

Key Individual-Call Centre Manager

Metropolitan Life
01.2015 - Current

Team Leader

SA Warranties (Regents)
01.2010 - 01.2013

Tele-Agent

Market SA
02.2006 - 10.2010

HR Practitioner /data capturing

Gauteng Shared Service Centre
01.2005 - 01.2006

Cashier/Customer Service Representative

KFC -Lenasia
01.2002 - 01.2004

Human Resources Certificate N4-N5 - Human Resources Management-not Completed

Port Elizabeth College
01.1999 - 01.2001

Senior Certificate -

Mzomtsha High School
Nomthandazo Primrose Koboka-NonkeuseKey Individual-Call Centre Manager