Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic
Vincent Nhubunga

Vincent Nhubunga

Acting Head: Customer Interaction Centre
Kosmosdal Centurion

Summary

COVER LETTER

I’m an accomplished Senior Call Centre Manager with more than 1 years of experience in customer service environment and more than 10 years in senior management position overseeing customer experience across the business to ensure that every touchpoint along the customer journey is seamless and effective by optimizing and fostering customer engagement.

Responsible for critically looking at all customer experiences processes and business units to improve and optimize value chain processes by identifying key opportunities and gaps in the core business processes and to be an advocate for future operational and technology-based improvements by partnering with and challenging the business and leadership in system thinking and new ideas.

Overview

19
19
years of professional experience
11
11
years of post-secondary education

Work History

Acting Head

Exxaro Resources (pty) Ltd Centurion
03.2012 - Current
  • Customer Interaction Centre
  • Develop strategic, tactical & leadership plans for daily customer service and call centre operations to achieve service excellence through established metrics
  • Drive the organization digital strategy, creating digital customer engagement strategies to deliver outstanding customer experience
  • Develop and maintain a culture of high performance and accountability for end-to-end management of queries and requests from customers
  • Conduct research of micro and macro environment of the business to ensure the availability of suitable and capacitated resources, to meet company’s objectives
  • Regularly research leading practices (including benchmark surveys) relating to global Service Management business practices
  • Lead the process optimization of the function and resources through effective business planning and budgeting and monitoring of performance against plans
  • Proactively identify, assess, and manage governance, risk and compliance practices and processes as determined by SOPs
  • Facilitate and implement a Quality Management system for the customer service and contact centre, in compliance with the Quality standards
  • Assist with the negotiation of Service Level Agreements for services to be rendered by the Supply Chain with the suppliers and other stake holders
  • Monitor the monthly financial budget of the function against planned operational activities in line with the overall agreed approvals
  • Build and maintain good business relations with clients & stakeholders ensuring maximum customer satisfaction by achieving service delivery and ensuring retention of business
  • Design and implement a scorecard and KPIs of measures of all relevant aspects of customer service and call centre operations
  • Manage & coordinate department financial and budget activities to increase productivity
  • Provide monthly and quarterly reporting on all relevant customer service & call centre indicators, illustrating trends and plans for continuous improvement
  • Monitor and analyse workforce statistical reports to achieve efficient staffing on the floor
  • Engage, inspire, and motivate team to continue delivering a quality service, particularly when working in stressful conditions dealing with customer complaints
  • Compile training material and train service providers and coaching to enable service staff to meet required knowledge levels
  • Oversee the ongoing development of staff by identifying the skills gap, coaching and train them as well as mentoring them to advance their careers.

Call Centre Manager

Sizwe IT Group Saamrand
05.2011 - 10.2011
  • Starting and setting up of a new customer service & contact centre department
  • Manage daily operations of a contact centre and customer services efficiently
  • Compile daily, weekly, and monthly contact centre performance stats and give feedback
  • Prepares call centre performance report by collecting, analysing, and summarizing data and trends monthly
  • Manage, monitor and engage vendor to ensure that the required performance is consistently achieved
  • Ensure that the appropriate resource management is conducted in collaboration with workforce management and other parties
  • Aligning and driving processes to meet or exceed the target KPI’s
  • Develop and implement call centre policies, processes, and service standards
  • Setting up a score card for call centre department using industry best practices measures
  • Develop and maintain relationships with key business partners and stakeholders by managing interactions and expectations to enhance credibility
  • Improves systems and processes by pulling stats and compiling reports to identify and meet organizational needs
  • Aligning and driving processes to meet or exceed the target KPI’s
  • Identify opportunities for processes & system improvement that insure improved service delivery & customer satisfaction
  • Reviewing staff’s performance and determining training needs or skills gap and schedule training sessions
  • Manage and oversee quality Assurance, workforce planning, forecasting and workflow processes.

Call Centre Supervisor

Exell Technologies
Pretoria
04.2007 - 05.2011
  • Managing and coordinating the activists of the Service desk & Call centre dept
  • Assisting in developing and administering service desk & call centre policies
  • Aligning and driving processes to meet or exceed the target KPI’s
  • Manage call centre outsourcing processes to ensure consistency
  • Manage, monitor, and engage vendor to ensure that the required performance is consistently achieved
  • Ensure that the appropriate resource management is conducted in collaboration with workforce management and other parties
  • Manage a team and be involved in all KPI's and performance
  • Identify opportunities for processes & system improvement that insure improved service delivery & customer satisfaction
  • Compile and manage daily, weekly, and monthly operational reports for performance improvement and give feedback
  • Prepares call centre performance report by collecting, analyzing, and summarizing data and trends monthly
  • Reviewing staff’s performance and determining training needs or skills gap and schedule training sessions
  • Manage and oversee quality Assurance, workforce planning, forecasting and workflow processes
  • Reviewing staff’s performance and determining training needs or skills gap and schedule training sessions.

Call Centre agent

Vodacom
Midrand
03.2004 - 03.2007
  • Handling Vodacom internet broadband escalated queries
  • Managing and coordinating the activists of the Customer Care staff
  • Constantly look for ways to improve the quality of customer service
  • Assisting staff in resolving problems and completing work
  • Assisting clients and resolving complaints and queries
  • Planning and preparing work schedule
  • Constantly making sound judgement calls and decisions
  • Maintaining relationships with other departments

Education

Bachelor of Business Admin Honours -

Mancosa
07.2023 - 04.2023

Level - Business Management

University of South Africa
06.2012 - 05.2014

Bachelor of Administration Degree (NQF level 7) - undefined

University of South Africa
06.2017 - 05.2021

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Kufakwezwe High School
01.1998 - 05.2003

Skills

CORE COMPETENCESundefined

Additional Information

  • OBJECTIVES I’m an accomplished Senior Call Centre Manager with more than 19 years of experience in customer service /contact centre environment with more than 10 years in senior management position overseeing daily operations, process improvements and delivering outstanding quality service to customers and interact with them to strengthen corporate reputation and increase customer experience. Ensuring that the Shared Service’s customer needs are met in relation to the business services being provided, through an effective customer interaction framework, with the aim of delivering a world class of customer service.

Timeline

Bachelor of Business Admin Honours -

Mancosa
07.2023 - 04.2023

Bachelor of Administration Degree (NQF level 7) - undefined

University of South Africa
06.2017 - 05.2021

Level - Business Management

University of South Africa
06.2012 - 05.2014

Acting Head

Exxaro Resources (pty) Ltd Centurion
03.2012 - Current

Call Centre Manager

Sizwe IT Group Saamrand
05.2011 - 10.2011

Call Centre Supervisor

Exell Technologies
04.2007 - 05.2011

Call Centre agent

Vodacom
03.2004 - 03.2007

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Kufakwezwe High School
01.1998 - 05.2003

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Vincent NhubungaActing Head: Customer Interaction Centre