Manager Call Centre

Location:

Johannesburg, Gauteng, South Africa

Salary:

R17000

Posted:

March 18, 2021

Contact this candidate

Resume:

Bongani Jacob Vilakazi

*** ***** *******, ********, **** · 078*******

**********@*******.***

I am a dedicated individual who is always willing to learn as a progress in my career as well as my personal life. When I started my Call centre role I had no experience I learnt all that I have become as I grew in my roles as well as my personal life, thru my dedication to my commitments as well as my intentions to improve my life and that of those around me. I am an individual who is able to find is place in the bigger picture of an organisation and I work towards contributing my best work.

Experience

May 2008 – June 2010

Call agent(outbound),Vaalprod

This was my first call centre job, I did cold calling to sell the company's products. I learnt a lot on how to handle client’s objections with the intentions to close a sale.

September 2010 – April 2013

call agent (outbound), Nedbank Contact Centre

I was part of the Retention Welcome, we contacted clients that recently opened their account to sell them all the value adds Nedbank had to offer, I was part of their top achievers on monthly basis. In this role I was able to work on my call quality as it was also important, I really got to work in a team as we had a team target and the culture to work as a team towards the targets. I was also given the chance to assist with several projects within the environment with regards to systems upgrade and development I was part of the testing team. I was also offered the opportunity to improve my skills with a learnership for a National Certificate in Contact Centre Support level 2. In this role I was also given the chance to be part of a new project the business was venturing in within the Retention

of contacting entry level bankers. In that team I was the only senior agent who worked on calls as well as supporting

the rest of the team with certain queries they faced from clients.

May 2013 – December 2014

Call agent, Nedbank Contact Centre

I was an outbound as well as inbound call agent in the Retentions Desk, I dealt with clients that called in to close their account and I was responsible to retain as many clients as i can with the provided resources, in the role I learnt the customer service role as a number of the clients that called in to close their accounts actually needed customer services and I was able to assist them. In this role I was also able to up sell or down sell clients accounts which lead me to understanding FAIS and the business allowed me the opportunity to acquire my FAIS credits thru their channels. I was also given the opportunity to improve my leadership skills thru 2IC role with the business which helped me to move to my next role.

January 2015 – May 2018

Call Center Team Leader, Nedbank Contact Centre,

I was a team leader for a new desk which was formulated when I was appointed as a Team leader, I first a team of 12 senior agents that reported to me. In this role I worked on my leadership skills as well as my management skills. The business gave me support to improve my skills as I was part of the team that was in a Foundation level program with Retail banking Academy. I was later transferred to a Retention Desk which I was once an agent to manage as we rotated in our space as team leaders.

In my stay with the team I was also taken to a number of performance management training which assisted with managing my team’s performance. We also had recruitment training as we were in charge of our own recruitment process, HR was only there to assist with the legal side of the process.

With my team leader role, I was also responsible for my teams call quality with the assistance of our call quality coaches. I also did training of certain systems as well as products as required by the business. I also had to generate weekly as well as monthly reports of the team’s performance as well as adherence to internal as well as external regulations. I also reported on the team’s performance on a weekly basis with action plans to improve performance where it was needed.

SEPTEMBE2019 – CURRENT DATE

CALL AGENT, TELESURE INVESTMENTS HOLDING(1lIFE)

Describe your responsibilities and achievements in terms of impact and results. Use examples, but keep it short.

Education

DECEMBER 2004

Matric, KHUNJULIWE SECONDARY SCHOOL

JUNE 2012

National Certificate: Contact Center Support L2, BankSita

MARCH 2013

Regulatory Examination Certificate, Milpak

MAY 2017

Foundation Level Certificate, Retail Banking Academy