Siphesihle Mtshali

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Evaluated customer needs and feedback to drive product and service improvements.

Delivers performance enhancement coaching to increase the skills and knowledge

In the voice and data area of the business.

Engages in side-by-side, off-side and remote type coaching.

Operationalizing the knowledge gained from training through coaching.

Provide subject matter expertise to fulfill the end to end coaching process.

Presenting feedback on performance for respective areas to the agents and management team.

Conduct a calibration session with the respective teams and individual feedback sessions to focus on; areas of improvement, establish the relationship, and provide an opportunity for transparency and knowledge transfer.

Analyze Service Quality reports and identify gaps for coaching.

Leading, Delegating, Mentoring, Coaching , Conducting Disciplinary Consultations, Sharing mentoring meetings sessions, Supporting the Team with scheduling and planning, Supplying the Team with daily and monthly stats ,Addressing absenteeism trend and negative behavior ,Recognizing performing agents, Sharing best practices with colleagues, Actively running with multi skilling.

Cultivating a resolution culture where colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact and ‘right first time'. Ensure personal and team knowledge is up to date.

Helping their team to put themselves in customer's shoes and understand how simple and transparent products can help our customers now and in the future

Building and maintaining their team's capability to deliver good customer outcomes through effective communications, identifying, understanding and meeting customer needs both internally and externally

Leading and participating in citizenship activity that contributes to Barclays wider social aims