Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sibongakonke Khalala

Workforce Manager
Durban

Summary

Accomplished Workforce Manager at CCI South Africa, adept in strategic planning and data analysis. Enhanced employee engagement and optimized staffing, achieving a 20% increase in efficiency. Skilled in staff development and fostering positive work environments, leveraging adaptability and attention to detail to drive performance and align workforce management with business goals.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

6
6
years of professional experience

Work History

Workforce Manager

CCI South Africa
09.2024 - 07.2025
  • Increased employee engagement through the development of recognition initiatives celebrating achievements and milestones.
  • Facilitated strong relationships between management and employees through open communication channels, promoting a positive work environment.
  • Streamlined communication channels to foster collaboration and improve overall team performance.
  • Implemented new software systems to automate manual processes, reducing errors and increasing efficiency.
  • Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
  • Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
  • Improved workforce efficiency by implementing data-driven scheduling and workload balancing.
  • Analyzed complex datasets to uncover actionable insights that informed strategic planning decisions for workforce management initiatives.
  • Reduced process gaps while supervising employees to achieve optimal productivity.

Workforce Real Time Analyst

CCI South Africa
10.2022 - 08.2024
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
  • Streamlined the daily functions for better efficiency, implementing new scheduling software for workforce optimization.
  • Optimized schedules, forecasts and other tools to present to management.
  • Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
  • Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.
  • Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
  • Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
  • Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Created a positive work environment that fostered team collaboration; prioritized staff morale through regular check-ins and transparent communication of expectations across all agents'' workflows.
  • Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Worked with management to develop strategic and tactical plans to meet different requirements.

Customer Service Representative

CCI South Africa
12.2021 - 10.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.

Artisan Assistant

Bidvest Tank Terminal
04.2019 - 11.2020
  • Maintained a clean and organized workspace, ensuring safety and efficiency during daily operations.
  • Assisted lead artisan in completing projects on time by efficiently managing tasks and resources.
  • Collaborated closely with other departments such as sales, marketing, and logistics to ensure seamless project execution from start to finish.
  • Continuously improved skills and knowledge through ongoing professional development, attending workshops, and staying current on industry trends.
  • Collaborated with fellow team members to develop creative concepts for custom pieces, improving overall design quality.
  • Reduced material waste by implementing sustainable practices throughout the production process.
  • Mentored junior artisans, fostering a positive work environment that encouraged learning and skill development.

Education

No Degree - Supply Chain Management

Mancosa
Durban, South Africa
04.2001 -

High School Diploma -

George Campbell Technical High School
Durban, South Africa
04.2001 -

Skills

Staff development

Scheduling expertise

Time management

Payroll coordination

Adaptability and flexibility

Performance management

Staff management

Attention to detail

Strategic planning

Analytical thinking

Workforce planning

Data analysis

Timeline

Workforce Manager

CCI South Africa
09.2024 - 07.2025

Workforce Real Time Analyst

CCI South Africa
10.2022 - 08.2024

Customer Service Representative

CCI South Africa
12.2021 - 10.2022

Artisan Assistant

Bidvest Tank Terminal
04.2019 - 11.2020

No Degree - Supply Chain Management

Mancosa
04.2001 -

High School Diploma -

George Campbell Technical High School
04.2001 -

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Sibongakonke KhalalaWorkforce Manager