Zama Nobuhle Radebe
Team Manager
Mofolo North,GP
Summary
Detail-oriented Quality Assurance Specialist and Team Manager with extensive experience in customer service, collections, compliance, and Health & Safety administration. Skilled in call evaluations, performance coaching, data analysis, and process improvement. Strong knowledge of ISO9001, ISO14001, HIRA, SHEQ, incident investigation, and root cause analysis. Adept at leading teams, hosting calibration sessions, and ensuring operational compliance. Experience supporting SA, UK, and USA markets, with strong interpersonal and communication skills.
Overview
12
12
years of professional experience
Work History
Operations Team Manager
Nutun Business Services South Africa (Pty) Ltd
Johannesburg
06.2022 - Current
- Handled inbound calls for Spectrum customers.
- Conducted outbound calls to recover unused equipment for COX and Spectrum.
- Collected customer commitments and ensured return deadlines were met.
- Conducted daily live call monitoring and coaching for US-based agents.
- Logged and tracked all call evaluations in the Quality Sheet.
- Facilitated daily calibrations for collection agents.
- Hosted monthly Town Halls to present quality performance and updates.
- Monitored 3 calls per agent monthly and executed coaching or disciplinary action as required.
- Led performance coaching on collections, call quality, and defect reduction.
- Managed Level-Up processes for the bottom 20% performers.
- Conducted monthly performance reviews and managed contract extensions/terminations.
- Ensured floor adherence through CMS/RTA monitoring and break scheduling.
- Escalated technical and system issues affecting productivity.
- Delivered quarterly refresher training sessions.
- Handled pay, ESS, and leave-related queries with Operations.
- Created internal communication channels for performance updates and system reporting.
- Tracked daily collections performance and productive hours.
- Streamlined operational workflows to enhance team efficiency and reduce turnaround times.
Customer Support Agent
OneCart (PTY) LTD
03.2021 - 03.2021
- Contacted leads via Salesforce and closed sales (Hearing Aid Campaign – USA clients).
- Maintained client relationships and performed follow-ups.
- Tracked Woolies Dash orders and assisted customers with app setup.
- Handled inbound calls, follow-ups, and Zendesk email queries.
- Processed refunds and fulfilled Woolworths customer orders.
Compliance & H&S Administrator
Webhelp SA
10.2015 - 03.2020
- Handled customer service queries, order placements, returns, and account support.
- Performed daily call evaluations for reporting.
- Assisted with new-recruit accreditation processes.
- Conducted weekly calibrations with Team Managers.
- Delivered bi-annual product knowledge refresher training.
- Conducted monthly compliance testing and adherence checks.
- Performed HIRA assessments, incident investigations, and COIDA reporting.
- Carried out monthly building inspections and reporting.
- Planned and conducted bi-annual fire drills.
- Responded to operational ad-hoc compliance needs.
Call Center Agent
Merchants SAA & Vodacom
01.2015 - 09.2015
- Assisted customers with general queries and Voyager miles redemptions.
- Checked flight schedules and availability.
- Managed SIM swaps, airtime issues, and account checks.
- Blocked/unblocked cellphones and assisted with billing issues.
Education
Matric -
Riverlea Secondary School
Johannesburg01-2010
Skills
Quality Assurance & Call Evaluation
Performance Coaching & Team Leadership
Compliance & Health and Safety (H&S)
ISO9001, ISO14001, SHEQ, HIRA
Incident Reporting & Root Cause Analysis
Customer Service (Inbound & Outbound)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Team Manager
Nutun Business Services South Africa (Pty) Ltd
06.2022 - Current
Customer Support Agent
OneCart (PTY) LTD
03.2021 - 03.2021
Compliance & H&S Administrator
Webhelp SA
10.2015 - 03.2020
Call Center Agent
Merchants SAA & Vodacom
01.2015 - 09.2015
Matric -
Riverlea Secondary School