Research
Siphumelele Taurus Ngwane
Workforce Real Time Analyst
Durban
Summary
Workforce management professional with experience in real-time data analysis and performance monitoring. Strong focus on team collaboration, achieving results, and adapting to changing needs. Expertise in workforce planning, schedule optimization, and utilizing analytical tools to drive efficiency and productivity. Known for reliability, clear communication, and problem-solving skills.
Overview
8
8
years of professional experience
2
2
Certificates
10
10
years of post-secondary education
Work History
Workforce Real Time Analyst
Custom Connect
11.2021 - Current
- Monitored SLA compliance using UJET, Looker dashboard,Peopleware and Verint for adherence reporting.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- 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.
CUSTOMER SERVICE REPRESENTATIVE (SME)
Custom Connect
12.2020 - 11.2021
- 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.
Customer Service Representative
CCI-SA
09.2018 - 11.2020
- 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.
Receptionist- Contract
REGENT SCHOOL OF BUSINESS
01.2018 - 07.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved students problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
Education
Bachelor of Science - BEngTech
Mangosuthu University of Technology
Durban 02.2020 - 11.2024
High School Diploma -
Kloof High
Durban, South Africa 01.2014 - 12.2018
Skills
Workforce management
Communication
Team motivation
Goal setting
Data analysis
Service level agreements
KPI monitoring
Data analysis
Self motivation
Certification
RTA of the year
Interests
Fast-paced problem-solving
Painting
Data Analysis
Painting
I paint every Sunday to help reflect my feelings, stress, emotions and achievements for that week. Each painting defines my being and how better i can be the next week compared to the previous week. The more bright colours are in there in my painting the better i become
Timeline
RTA of the year
12-2024
SME Performance 1st Place
01-2023
Workforce Real Time Analyst
Custom Connect
11.2021 - Current
CUSTOMER SERVICE REPRESENTATIVE (SME)
Custom Connect
12.2020 - 11.2021
Bachelor of Science - BEngTech
Mangosuthu University of Technology
02.2020 - 11.2024
Customer Service Representative
CCI-SA
09.2018 - 11.2020
Receptionist- Contract
REGENT SCHOOL OF BUSINESS
01.2018 - 07.2018
High School Diploma -
Kloof High
01.2014 - 12.2018