Molapisi - Bjuris Degree - Johannesburg, GP, South Africa

Kgone Molapisi

Johannesburg, GP, South Africa


Bjuris Degree


its a law degree

Work History

Shift supervisor for Stop gender violence, Hiv/Aids and Treatment line

Lifeline southern Africa

Up to July 2013

Organisation: Lifeline southern Africa

Key Performance Activities
1. Shift Management
• Prepare daily roster that motivates for at least 90% of calls to be answered by all agents
• Monitor daily call rates, and mobilises agents to best balance quality and quantity of service
• Ensure that timesheets are completed for each agent on shift
• Accurately update the registers on a daily shift basis
• Ensure that agents comply with daily rostered activities and take necessary actions if deviation occurs
• Ensure that agents complies with all policies and procedures, and take necessary action if they are contravened
• Identify the need for formal individual debriefing sessions and communicates it to the call centre manager
• Change the data tape on morning shifts
• Co-ordinate and process leave taking, overtime and swapping of shifts
• Ensure that agents are logged on 5 minutes before the change of shifts
• Investigate agent's grievances and caller complaints, as the first level of management
• Schedule appointments for ongoing counselling for callers
• Manage the online bulk message by serving as a supported for agents with referrals and information
• Compile and capture the demographics of the callers on the data sheet at the end of the shift.

2. Performance Management of Agents
• Keep up to date work performance histories of agents
• Provide agents with feedback and statistical reports once a month on their performance
• Note individual training needs of individuals and forward them to the trainers
• Set goals with individual concerned in order to rectify performance that is not up to standard
• Monitor and coaches agents progress towards the goals set
• Compile a comprehensive report on each session and file them

3. Communication
• Every Monday morning submit the previous week registers and necessary documentation
• Submit daily report at the end of the shift
• Report all defective equipments immediately
• Compile monthly reports for all the lines and forward...

Stop gender violence and HIV/Aids counsellor

Lifeline SA

Key performance activities
1. Answering Of Calls
• Answer 90% of calls that comes through • Follow a standard way of greeting and use professional language when talking to a caller
• Build a working relationship by applying communication skills
• Terminate the call in a professional manner
• Provide accurate information, para legal education and referral
• Education callers and provide counselling
• Refer callers to appropriate centres and outside sources for further assistance
• Transfer calls to treatment line to professional nurses

2. Data Capturing
• Request and enter caller's demographic information, reason for calling, province and age
• Enter types of calls to the data sheet that's hoax, silent and genuine calls, and complaints
• End of shift check total logged and report any discrepancies found

Qualifications & Certifications


University of the North

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