Ntokozo Nqobani Khumalo
Contact Centre Team Leader
Blackburn
Summary
Dynamic and Results-Oriented Professional with a Proven Track Record in Customer Service, Training, Leadership & Administration With 4 years of extensive experience in customer service, training and leadership, I am a highly motivated and results-oriented professional. My extensive knowledge in performance management, customer service, team leadership, conflict resolution and proficiency in CRM systems and reporting & analysis, has enabled me to excel in both the roles of a Contact Centre Subject Matter Expert and Team Leader. I hold a Diploma in Civil Engineering and boast strong instructional design and delivery skills, complemented by excellent communication and interpersonal abilities. My passion for continuous improvement and ability to work effectively with a diverse range of learners, make me a valuable asset to any organization. I am confident in my ability to assess and analyze training needs, evaluate performance and provide feedback and coaching to agents, while also leading and motivating teams to success.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Contact Centre Team Leader
Ignition Group
Durban
01.2022 - Current
- Successfully led a team of agents in delivering exceptional customer service while meeting individual and team KPIs
- Implemented effective strategies to overcome hinderances and facilitate problem-solving and collaboration among team members
- Coached and developed team members to consistently meet exceptional performance metrics through the use of effective methodologies such as CAB, GROW, and OSKAR
- Analyzed and represented data to identify development areas and implement action plans to address them
- Facilitated team operations in alignment with campaign objectives and meeting service level agreements (SLAs)
- Provided ongoing training and support to ensure team members have the necessary skills to meet their KPIs
- Recognized and celebrated exceptional performance among team members to boost morale and motivate them to do their best
- Monitored and controlled productivity to maintain a high level of efficiency and meet service standards
- Provided call drivers to Work Force Administration to assist with scheduling requirements and improve agent performance
- Conducted live monitoring sessions to provide real-time feedback and support to agents while identifying call drivers and barriers to success.
Customer Service Subject Matter Expert
Ignition Group
Durban
02.2023 - 03.2023
- Develop and implement comprehensive training programs covering product knowledge, customer service skills, and sales techniques
- Deliver engaging training sessions using a variety of techniques, including classroom-style lectures, one-on-one coaching, and interactive role-playing exercises
- Continuously evaluate and improve training programs to ensure employee success, retention and application of newly acquired skills
- Collaborate with team leaders and managers to identify areas for improvement and design targeted training programs
- Stay current with industry trends and regulations to provide up-to-date and relevant training materials
- Design and deliver customer service and technical support training programs for new and existing employees
- Conduct regular performance evaluations and provide feedback to team members for skill improvement and career development
- Assist in the creation of training resources, including presentations, handbooks, and e-learning modules
- Provide ongoing support and mentorship to employees to ensure continued skill development.
Subject Matter Expert
Ignition Group
Durban
09.2021 - 01.2022
- Oversee training and development of new trainees, ensuring comprehensive and effective training programs
- Identify and fill gaps in training and operational practices, improving trainee product knowledge and understanding of operational systems and metrics
- Act as go-to expert on product knowledge, customer service skills, and sales techniques
- Provide ongoing support and mentorship to new trainees, ensuring their proficiency in their roles
- Collaborate with management to implement best practices and improve contact centre operations
- Stay current with industry trends and regulations, providing accurate information to new trainees and customers
- Analyze customer feedback and data to enhance the customer experience
- Conduct regular performance evaluations and provide feedback to help new trainees reach their full potential
- Mentor and coach new trainees for their professional development
- Participate in development of contact centre policies and procedures for consistency and industry standards adherence.
Supervisor (Tier 2 Representative)
Ignition Group
06.2021 - 09.2021
- Identify Root cause of complaints
- Manage ongoing complaint
- Deliver First Call Resolutions for complaints
- Identifying customer unspoken needs
- Enhance customer satisfaction & brand's image
- Meet Campaign KPI targets
Customer Service Representative
Ignition Group
10.2020 - 06.2021
- Deliver First Call Resolutions to queries
- Identifying customer unspoken needs
- Provide excellent customer experience
- Enhance Brand awareness
- Meet Campaign KPI targets
Operations Coordinator
Apex Media Solution
01.2020 - 10.2020
- Strategic Planning and Forecasting: Utilized data analysis and trend tracking to inform the development of short- and long-term operational plans
- Operational Planning: Collaborated with cross-functional teams to ensure seamless execution of daily operations and achievement of business goals
- Coordinating Fund-raising Process: Managed donor databases, coordinated fundraising events and campaigns, and contributed to the development of fundraising materials
- Marketing Strategy Formulation: Developed, executed and evaluated marketing strategies to drive brand awareness and customer engagement
- Liaising between Management and Design Team: Facilitated communication and collaboration between design and management teams to ensure project delivery
- Product Conceptualization: Worked closely with product design teams to conceptualize new products and develop product strategies
- Budget Management: Assisted in the preparation and monitoring of budgets and ensured compliance with financial policies and procedures
- Resource Allocation: Assessed and allocated resources effectively to support the smooth functioning of operations
- Stakeholder Management: Built and maintained relationships with stakeholders, including clients, suppliers, and internal teams, to ensure business objectives are met.
Customer Service Management representative
CCI
07.2019 - 12.2019
- Identify and resolve complaints
- Deliver "first-Time" solutions
- Manage ongoing complaints
- Enhance customer satisfaction & brand's image
Director's assistant
iSangoma Productions
02.2018 - 01.2019
- Assisted the Director in script reading and filing, ensuring efficient organization and timely delivery of projects
- Coordinated fundraising efforts and established relationships with potential donors and investors
- Provided daily support to the Director and performed a range of administrative tasks, including research and bookkeeping
- Acted as a liaison between the Director and the production team, ensuring smooth communication and collaboration
- Proofread scripts and provided feedback and suggestions to enhance the quality of the final product
- Contributed to the development and implementation of marketing strategies and product conceptualization
- Monitored project progress and provided regular updates to the Director and relevant stakeholders
- Maintained confidentiality and ensured the security of sensitive information and documents.
Education
Diploma - Civil Engineering
Berea Technical College
01.2017 - 04.2018
matric - Civil Engineering
George Campbell School of Technology
01.2011 - 05.2015
Skills
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Additional Information
- Willing to relocate: Anywhere
Timeline
Customer Service Subject Matter Expert
Ignition Group
02.2023 - 03.2023
Contact Centre Team Leader
Ignition Group
01.2022 - Current
Subject Matter Expert
Ignition Group
09.2021 - 01.2022
Supervisor (Tier 2 Representative)
Ignition Group
06.2021 - 09.2021
Customer Service Representative
Ignition Group
10.2020 - 06.2021
Operations Coordinator
Apex Media Solution
01.2020 - 10.2020
Customer Service Management representative
CCI
07.2019 - 12.2019
Director's assistant
iSangoma Productions
02.2018 - 01.2019
Diploma - Civil Engineering
Berea Technical College
01.2017 - 04.2018
matric - Civil Engineering
George Campbell School of Technology
01.2011 - 05.2015
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