Siphiwe Manzini
Manager: Inbound Contact Centre
Spruitview Katlehong
Summary
Results-driven Contact Centre Operations Leader with over 13 years of experience in customer service, inbound contact centre operations, team leadership, stakeholder management, workforce planning, and operational performance management. Proven ability to lead high-performing teams, improve customer experience, manage service delivery targets, drive operational efficiencies, and implement business improvement initiatives. Experienced in managing key Contact Centre performance indicators including Service Level Agreements (SLA), Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Abandonment Rates. Strong background in customer complaint resolution, business process improvement, employee development, stakeholder engagement, and operational reporting. A customer-centric leader with excellent communication, analytical, coaching, and decision-making skills who is committed to delivering exceptional customer experiences while achieving business objectives.
Overview
6
6
Languages
2
2
Certifications
13
13
years of professional experience
Work History
Manager / Acting Manager – Inbound Contact Centre
Current Employer
01.2026 - Current
- Manage daily Contact Centre operations to ensure service levels and business objectives are achieved.
- Monitor operational performance and customer service standards.
- Analyse customer complaints and implement corrective actions to improve service delivery.
- Lead workforce planning initiatives to ensure adequate staffing and operational efficiency.
- Produce management reports and operational performance analyses.
- Implement customer experience improvement initiatives.
- Manage escalated customer complaints and operational incidents.
- Collaborate with internal and external stakeholders to enhance service delivery.
- Coach and develop team leaders and customer service consultants.
- Drive continuous improvement and operational excellence initiatives.
- Ensure compliance with company policies, procedures, and regulatory requirements.
Supervisor / Acting Manager – Installer Payments & Validations
Multichoice Support Services (Pty) Ltd
12.2021 - 05.2025
- Led daily customer service operations and Contact Centre performance management.
- Monitored key operational metrics including:
- AHT (Average Handle Time)
- FCR (First Call Resolution)
- CSAT (Customer Satisfaction)
- SLA (Service Level Agreement)
- NPS (Net Promoter Score)
- Abandonment Rates
- Managed customer escalations and complaint resolution processes.
- Coordinated team performance management and coaching activities.
- Managed workforce scheduling and attendance monitoring.
- Prepared management reports and business performance updates.
- Maintained stakeholder relationships across business units.
- Supported process improvement and transformation initiatives.
Validation Administrative Call Centre Agent
11.2013 - 12.2021
- Delivered customer support services.
- Resolved customer and payment-related queries.
- Managed invoice processing and SLA adherence.
- Supported operational reporting and administration.
- Built and maintained strong stakeholder relationships.
- Assisted with project implementation and operational improvements.
Education
Bachelor of Commerce (BCom) - Financial Management
Status: In Progress
Diploma - Advertising & Marketing
01.2010
Grade 12 (Matric) - undefined
01.2006
Skills
Contact Centre Telephony Systems
Workforce Management Tools
Microsoft Excel (Advanced)
Microsoft Word
Microsoft PowerPoint
Microsoft Outlook
CRM Systems
Freshdesk
SQL Server Management Studio
Reporting & Analytics Tools
Certification
Accounts Payable: From Accounting to Management, Institute of Corporate Learning, 2021
References
- Desiree, Veramuthu, Inbound Call Centre Manager, Desiree.Veramuthu@postbank.co.za, 076 283 1195, Postbank
- Gregory, Van Bresies, Senior Manager MUD’s Operations, gvbresie@multichoice.co.za, 083 309 5449, Multichoice
- Paul, Mastres, Senior Operations Manager, Paul.Masters@multichoice.co.za, 083 524 8743, Multichoice
Accomplishments
- Over 13 years of Contact Centre and Customer Service experience.
- Successfully managed and developed high-performing customer service teams.
- Consistently achieved service delivery and performance targets.
- Led customer experience improvement initiatives.
- Implemented operational improvements resulting in enhanced efficiency.
- Successfully managed stakeholder relationships across business functions.
- Delivered operational reporting and strategic business insights.
PROFESSIONAL BRANDING STATEMENT
An experienced Contact Centre Operations Manager with a proven track record in customer service excellence, workforce management, operational leadership, and business transformation. Passionate about delivering exceptional customer experiences while developing high-performing teams and driving sustainable business results.
Timeline
Manager / Acting Manager – Inbound Contact Centre - Current Employer
01.2026 - Current
Supervisor / Acting Manager – Installer Payments & Validations - Multichoice Support Services (Pty) Ltd
12.2021 - 05.2025
Validation Administrative Call Centre Agent -
11.2013 - 12.2021
Malvern High School - Grade 12 (Matric),
College Campus - Diploma, Advertising & Marketing
Mancosa - Bachelor of Commerce (BCom), Financial Management