SIONEL RASEKETE MAGAQA
Brakpan,South Africa
Summary
Results-driven professional with expertise in KPI tracking, call monitoring, and staff training, dedicated to driving performance improvements through effective script development and vendor management. Skilled in analysing performance metrics to implement strategic solutions, fostering a culture of excellence and continuous improvement. Adept at decision making, problem-solving, and maintaining composure under pressure while delivering impactful communication and public speaking engagements. Committed to leveraging these competencies to achieve organisational goals and enhance operational efficiency.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Call Center Manager
Digital Solutions Group (DSG)
Rosebank Johannesburg, South Africa
12.2023 - 08.2025
- Lead large teams to meet operational requirements, demonstrating strong leadership and management skills, and ensure high-quality service delivery for clients.
- Develop and implement incentive programs to motivate team members, drive performance, and achieve key metrics, and monitor performance against service level agreements (SLAs).
- Manage call center operations, including workforce management, performance metrics, and payroll functions, ensuring seamless operations and efficient customer support.
- Contribute to recruitment efforts, conduct interviews, and select qualified candidates to build a high-performing team, and provide backup support during high-volume periods or staffing shortages.
L&D and Call Center Manager
Digital Solutions Group
11.2022 - 11.2023
- Demonstrated strong leadership and management skills by leading a large team to meet operational requirements, motivating team members through incentives, and driving performance.
- Ensured operational excellence by managing KPIs, achieving high-quality service delivery, and aligning workforce management with forecasts to meet SLAs.
- Showcased expertise in performance management, monitoring SLAs and KPI metrics, and assisting with payroll functions, with a focus on continuous improvement in call center management.
- Designed and delivered comprehensive training programs, including e-learning modules, workshops, and coaching, to enhance employee skills and knowledge in customer care, technical support, and sales.
Learning and Development Manager
Digital Solutions
03.2020 - 10.2022
- Conducted needs assessments to identify training needs and developed programs aligned with business objectives, resulting in effective employee development and training events.
- Mentored junior call center agents, providing guidance on technical skills and career growth, and implemented continuous integration practices to streamline development processes.
- Coordinated training for call center agents and cross-functional teams, promoting collaboration, effective communication, and exceptional performance.
- Facilitated training sessions for internal stakeholders on new features and enhancements, ensuring successful knowledge transfer and alignment with business objectives.
Training Facilitator
Digital Solutions Group (DSG)
03.2019 - 02.2020
- Coordinated and facilitated training programs, including scheduling, materials, and participant management, and provided updates to department managers on training progress.
- Analyzed employee performance to identify training needs, developed learning plans, and collaborated with subject matter experts to create relevant content.
- Designed and developed training materials for diverse audiences, coordinated logistics for training events, and prepared reports on key metrics such as participant satisfaction and learning outcomes.
- Maintained accurate records and evaluated the effectiveness of training programs, oversaw the Learning Management System (LMS), and supported change management initiatives through targeted communications and resources.
Team Leader and Product Coach and Specialist
Digital Solutions Group
10.2017 - 02.2019
- Coordinated and facilitated training programs, including scheduling, materials, and participant management, and provided updates to department managers on training progress.
- Analyzed employee performance to identify training needs, developed learning plans, and collaborated with subject matter experts to create relevant content.
- Designed and developed training materials for diverse audiences, coordinated logistics for training events, and prepared reports on key metrics such as participant satisfaction and learning outcomes.
- Maintained accurate records and evaluated the effectiveness of training programs, oversaw the Learning Management System (LMS), and supported change management initiatives through targeted communications and resources.
Road fleet manager
DNA ZIZI Transport
04.2015 - 01.2017
- Developed effective route plans, improving delivery times and customer satisfaction.
- Conducted regular audits of vehicles for compliance with safety standards and regulations.
- Reviewed performance data to identify areas for improvement in fleet operations.
- Handled crisis situations effectively reducing potential losses or damages to vehicles.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Education
Certificate in Wealth Management (HCWM) - Wealth Management
Dameline
South Africa 01.2014 - 01.2015
LMS Corporate Trainer Journey - Learning and Developement
Maharishi Institute
South Africa 01.2022 - 07.2023
Skills
- KPI Tracking
- Call Monitoring
- Staff Training
- Performance Metrics
- Performance Improvements
- Script Development
- Vendor Management
- Decision Making
- Calm under pressure
- Problem-solving
- Communication skills
- Public speaking
Certification
- LMS Corporate Trainer Journey, 07/03/22, A corporate trainer is responsible for the transfer of knowledge to employees, and who ensures that employees have the knowledge and skills they need to excel in their roles.
- Certificate in Wealth Management (HCWM), 01/22/15, The Certificate in Wealth Management (HCWM) provides an ideal entry point into the financial services industry in various roles.
Personal Information
Hobbies: Road Trips, Watching Movies and Series, Current Affairs, TEDtalks, Motivational material and Videos
Languages
English
Proficient (C2)
Timeline
Call Center Manager
Digital Solutions Group (DSG)
12.2023 - 08.2025
L&D and Call Center Manager
Digital Solutions Group
11.2022 - 11.2023
LMS Corporate Trainer Journey - Learning and Developement
Maharishi Institute
01.2022 - 07.2023
Learning and Development Manager
Digital Solutions
03.2020 - 10.2022
Training Facilitator
Digital Solutions Group (DSG)
03.2019 - 02.2020
Team Leader and Product Coach and Specialist
Digital Solutions Group
10.2017 - 02.2019
Road fleet manager
DNA ZIZI Transport
04.2015 - 01.2017
Certificate in Wealth Management (HCWM) - Wealth Management
Dameline
01.2014 - 01.2015
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