Oct 2009 - Present
Jun 2012 - Present
Jun 2012 - Present
MAIN JOB ROLES AND RESPONSIBILITIES
Motivating and inspiring team agents to maintain and/or improve on their daily KPI’s.
Improve service delivery of agents in their teams
Facilitating effective communication among the members of team.
Exceeding and meeting departmental objectives
Creating sense of ownership among agents and resolving agent issues, if any.
Encouraging, supporting, and motivating team members.
Looking constantly for development as well as continuous improvement in the entire team.
Monitoring, organizing, and coaching team on a day-to-day basis.
Ensuring that the employees follow their schedules properly as designed.
Handling escalated calls, complaints, questions, and queries as necessary.
Facilitating cross functional communication among agents for improved working conditions.
Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.
To adhere to all Departmental and Company Policies, Procedures and SOP’s
To complete any other task or duty management may reasonably expect of yo
Apr 2011 - May 2012
Call centre Supervisor
To collect money adjacent to targets/goals set by management. To complete OPR Reports & CQM reports daily to predict agents performance. To manage all accounts within the SLA as noted. To pull Queue reports & monitor to enhance critical work done.
Visible Supervision. To manage day to day risks/opportunities to ensure daily tasks are done/reached. To do daily and monthly reporting to manage volumes of work. To set up meetings with staff to discuss norms/standards on work. Weekly coaching of staff. Discussing targets and strategies. Monthly meetings with clients to discuss monthly performances. Managing Agents - Work and Absenteeism. Assist staff with queries. Ensure risks on daily/monthly work flow/work done and identify as resolved. Liaison with clients & debtors through e-mail & telephone. Utilize reports such as CT Reporter, Real Connect, Excalibur to advantage the collections & targets. Motivation of all Agents. Training of staff, and ensuring professional standards kept to.
Managing daily, weekly and monthly targets.Ensuring agents are aware of progress and assisting them in reaching targets.
Liaison with Metonomy, Transunion and XDS.Account dissection, importing of new data to system.
Feb 2010 - Apr 2011
Call and e-mail debtors to inform them of debt and negotiate repayment terms.
Feb 2009 - Sep 2009
Security in store
Making sure store runs smoothly
Communicating needs of staff to headoffice
Customar enquiries and complaints
Banking and cash-ups
Administration of all docoments and staff members
Contracts of casual staff members
Representitive of company and image of store
Working with top and bottom selling products
Stocktakes in all Pretoria stores
Sep 2008 - Dec 2008
Human recource officer
Plaaskombuis Country Estate
I made sure all guests were satisfied at all times, and seeing that thierevery need is cared for.
I also managed the guest house when owners were not present.
Apr 2008 - Sep 2008
Booking in stock
Sending orders to laboratory
Nov 2006 - Apr 2008
Barman and waiter
M-Cafe Cocktail Lounge
Jan 2000 - Dec 2005
Matric with exemption
Optical assistant course
Meeting and interacting with people
Being the best at what I do
To be a top performer
Reaching goals and targets