Tumelo Moropodi

• Managing a cross-functional team of 90 employees, achieving a 25% increase in productivity through the introduction of gamification learning strategy.
• Directed the implementation of a new Blueprint management system, resulting in a 30% reduction query management discrepancies and a 15% increase in First Call Resolution.
• Manage the company's BPO operations, implementing planning systems that reduce service times by 20% and increased customer satisfaction ratings by 15%.
• Partnered with Product Development team to streamline operational processes, escalation management & production scheduling, resulting in 20% efficiency increase, and reduced downtime
• 
  

• Directed operational risk assessment, performance metrics analysis, resource allocation, and process redesign.
• Responsible for, quality assurance, partner relations management, ensuring compliance and supplier performance across all operations.

• Accomplishments: Consistently achieve project goals, Produced a range of solutions to a challenge, Drafting Vitality Purple Partner Servicing SOP’s, Rolling out SLA partner Ticketing System

• Provided leadership and direction for employees, supervising activities to drive efficiency and productivity.
• Fostered positive employee relationships through communication, training and coaching.
• Drive employee development strategies to achieve key performance indicators.

• Accomplishments:

Dale Carnegie Training Leadership Training for Managers (August 2014).

Ranked #1 Best Contact Center Supervisor (EMEA, Europe; Middle East; Africa) 2015.

Accelerator Leadership Experience Training - Harvard Business School (June 2015).

Developmental Operations Manager (1 Nov 2016 Feb May 2017).

• Regular and consistent communication through various mediums with Supervisors to provide input and support, monitor performance progress and to troubleshoot performance issues to ensure achievement of the clients Service Level Agreement (SLA) along with sales and conversion targets.
• Effective management of all Call Centre resources and continuous review of how to increase efficiency and reduce costs.
• Knowledge & understanding of the telesales market and the ability to deliver against targets set by the customer or the business.

• Delivered real-time support and scheduling coordination for a workforce of over 300 agents.
• Monitored real-time statistics and conducted service level and staffing assessments using data analysis.
• Collaborated closely with the Training Department to schedule and ensure a high completion rate of 98% for all training sessions.
• Played a key role in developing staffing models and designing new shift patterns to facilitate operations.