Advise Mcebisi Ndzinde

• Manage the daily running of the call centre, including carrying out effective resource planning and applying call centre strategies and operations. • Undertake needs assessments, performance reviews and cost/benefit analyses. • Analysing and capturing data for productivity reporting. • Set performance targets for speed, efficiency, sales and quality. • Liaise with operatives and third parties to gather information and resolve issues. • Co-ordinate staff recruitment, write job adverts and liaise with HR staff. • Coach, motivate and retain staff.

• Managed and oversaw a team in a call centre. • Assisted in the formulation of targets for teams. • Managed team performance by measuring, monitoring and reviewing daily productivity from direct reports. • Prepared daily, monthly and annual results and performance reports. • Created a customer service culture by resolving queries effectively within turnaround times. • Motivated and supported agents through feedback and communication. • Built and maintained effective working relationships by conducting engagement sessions. • Encouraged team to generate innovative ideas and share knowledge for maximum productivity.

• Identified, tracked, managed, and investigated delinquent customer accounts. • Worked closely with customers to negotiate payment arrangements. • Handled customer questions, queries, complaints, and inquiries. • Cultivated working relationships with customers, guiding them through the repayment process. • Followed up with customers to ensure payments were made in a timely manner.