Lead By Excellent Example
DUTIES AS TEAM LEADER
From February 2011
Manage, motivate and mentor a team of 22 agents.
Compile and submit salary sheets to our Support Specialist.
Assure that we meet and maintain service levels.
Coaches and maintain an excellent performance from agents
Assist in the smooth running of our department in terms of pre planning, controlling and executing of the plans.
Compile and submit daily, weekly, monthly and yearly report.
I am a link between the management and the agents.
Assist Training and evaluating of agents.
Oversee that agents adhere to stipulated quality assurance requirements.
In-House Training at EASA(LTD)
Currently undergoing NQF Level Four(4)
I was elected to be the deputy chairperson of the Lorato Youth League from 2004-2009. My role was to plan, organize and execute the activitiesof the organization. Ensure that order, discipline and excellency are maintained.
Through personal experiences I learned that having to work with different personalities is a challenge though interesting. Planning ahead is very vital in order to reach desired targets. Versatility is as well as important in order to expand at the same time focus must never be lost, key targets must always take first priority. Listening and working hands on provides stability as per working towards goals and achieving them. I learned how to motivate myself and those around me. As an individual one must learn how to deal with different attitudes and know how to handle different situations cautiously. Listening is my strong point in terms of problem solving.
➢ Transfer emergency calls to relevant service providers
➢ Assist callers with directions to their desired destination
➢ Manage a team of 15 call centre agents as a second in charge
➢ Submit timesheets and conduct coaching
➢ Compile and submit shift report to my superiors
➢ Mentor and guide the interns in our department
➢ Assist with some IT related matters
Contact Person: Mr G Mhlongo
Contact Numbers: Office 012 320 4339
Mobile: 072 220 8950
Institution: Denver Technical College
Contact Person: Mrs. Priya Devaraj
Contact Number: 083 572 5499
Institution: EASA (PTY)LTD
Position: Team Manager
Contact Person: Mr. Makwena Moroke
Contact Number: 083 420 8833
Position: Support Specialist
Qualifications & Certifications
Management, Communication, Accounting, Tourism Management
Higher Education Development Unit
Dr. MASEKO HIGH SCHOOL MABOPANE
Denver Technical College
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