Siphiwe Mlambo
Call Centre Manager
Vosloorus
Summary
Dynamic Call Center Manager with a proven track record at Nutun Business South Africa, adept at driving revenue growth and enhancing customer satisfaction. Leveraging strong analytical skills and exceptional people management, I successfully led teams to exceed performance metrics, implementing strategic initiatives that improved operational efficiency and client retention.
Overview
22
22
years of professional experience
Work History
Call Center Manager
Nutun Business South Africa
Sandton
12.2018 - Current
- To effectively lead and manage an efficient operation within the branch by means of strategy implementation, client retention, revenue enhancement, derisk amortization negative impact, people, stakeholder, and performance management. Ensuring the delivery of superior quality customer service and the achievement of key performance indicators (KPI’s). Additionally, accountable for managing and motivating direct and indirect reportees towards achieving organizational goals.
o
Optimise human capital under jurisdiction in terms of oversight and coaching as well as fulfil role requirements in terms of the required level of work.
o
Meet and exceed stipulated financial targets on mandates under your jurisdiction.
o
Meet and exceed key performance metrics across a balanced scorecard encompassing People, Process, Financial, Strategy and Stakeholder management metrics within contracted due dates.
o
Management of day-to-day operations, including but not limited to effective resource planning, recruitment, staff welfare, productivity, quality assurance, call centre drives, strategy implementation, company policies and procedures.
o
Monitor and evaluate call centre performance on mandates under your jurisdiction, ensuring successful implementation of remediation plans where applicable.
o
Management of joint business objectives in tandem with Risk, Dialler Support, Client Support, Information Technology and CAMS across agreed, defined service levels.
o
Implementation of key risk strategies and objectives aligned with organizational goals.
o
Identify and analyse key metrics based on data insights to optimize revenue through productivity outputs, quality assurance and dialler activity (Right Party Contact, call abandonment rates and Dialler end states (wrap-up codes).
o
Attain a minimum of 1st or 2nd competitor performance ranking on mandates under your jurisdiction.
o
Meet operational expenditure thresholds in facilitating divisional strategies relative to agreed budgets.
o
Capability to oversee and manage resource recruitment and attrition rates.
o
Ensure superior quality processes that obviates reputational risk to both Group and Clients.
o
Ensure SLA ratings with strategy/campaigns/dialler/WFM meet the required standard.
o
Facilitate and support client engagements where applicable.
o
Conduct regular performance reviews with reportees and provide constructive feedback to remediate areas of improvement.
o
Ensure that all reportees are adequately trained and equipped to conduct day-to-day operational tasks.
o
Develop and maintain strong relationships with key stakeholders across the business to ensure seamless communication and collaboration.
o
Manage the implementation of new technologies, tools, policies, and procedures, ensuring all reportees are adequately equipped and trained. Required Minimum Education / Training - Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Led daily team meetings to review performance, set targets and motivate staff.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touch-points.
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Recruited, trained and on boarded new agents, maintaining exceptional service standards.
- Evaluated data to identify trends and determine customer service needs.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
Call Centre Productivity Manager
Nutun Business South Africa
Sandton
05.2009 - 11.2018
- Responsible for 80 agents with 4 team managers
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established time-frames.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Meeting collections Target and driving the team to achieve individual targets set
- Driving training intervention through gaps identified by the quality team
Call Center Team Leader
MBD CREDIT SOLUTION
Sandton
06.2006 - 04.2009
- Total Staff compliment under my leadership was 20 agents
- Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
- Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
- Championed process improvements within the team, streamlining workflows and increasing overall efficiency.
- Assisted with recruitment efforts by participating in interviews, helping to select top talent to join the call center team.
- Prioritized team and individual goals to effectively achieve business objectives.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively while maintaining excellent attention to detail.
- Assisted in training, motivating and coaching team members to meet required center goals.
- Ensured compliance with company policies and industry regulations through diligent oversight of daily call center operations.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
Call Center Agent
Nutun Business South Africa
Sandton
08.2003 - 04.2009
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
Education
No Degree - Call Centre Debt Recovery Programme Certificate
Seta
04.2001 -
No Degree - Hotel Management
Boston Business College
Johannesburg, South Africa 04.2001 -
Skills
Analytical
Ability to inculcate a leadership philosophy that supports required level of work
Business Acumen (ability to make sound decisions)
Strategic Thinker
Leadership in line with the company’s leadership values
Ability to motivate and develop staff
Self-Starter
High level of integrity
Influencer
Ability to work independently and collaboratively
Strong leadership capability in the context of managing a large diverse team
Problem solving and conflict resolution skills
Good tactical insights into Campaign & Dialer Management frameworks to facilitate operational execution
Ability to champion challenge collection and recovery operational processes
The ability to tactically link Risk collection and recovery strategies into an operational execution framework
Good understanding of productivity and capacity management outcomes to support an unsecured collection and recovery environment
Numerical skills to understand financial and budget management
Ability to interpret data and trends
Exceptional People Management skills
Excellent communication skills, verbal and written
Stakeholder engagement (internal and external)
Project management / project implementation
Timeline
Call Center Manager
Nutun Business South Africa
12.2018 - Current
Call Centre Productivity Manager
Nutun Business South Africa
05.2009 - 11.2018
Call Center Team Leader
MBD CREDIT SOLUTION
06.2006 - 04.2009
Call Center Agent
Nutun Business South Africa
08.2003 - 04.2009
No Degree - Call Centre Debt Recovery Programme Certificate
Seta
04.2001 -
No Degree - Hotel Management
Boston Business College
04.2001 -
Similar Profiles
Liezel BritzLiezel Britz
Outsourced Marketing Consultant at E-ssist Business Solutions & CryoSave South AfricaOutsourced Marketing Consultant at E-ssist Business Solutions & CryoSave South Africa
Sipho ShelembeSipho Shelembe
Product Manager at MTN SA - EBU (Mobile Telephone Networks - South Africa Enterprise Business Unit)Product Manager at MTN SA - EBU (Mobile Telephone Networks - South Africa Enterprise Business Unit)
LE VICTORIEUX GUIFFOLE VICTORIEUX GUIFFO
Head of Strategy and Decision Support at Diageo - South/West/Central Africa BusinessHead of Strategy and Decision Support at Diageo - South/West/Central Africa Business