Call Centre Supervisor
Resume:
Work History
Contact
WWW
Bold Profile
Skills
FANYANA SHIBURI
Results-driven and dynamic professional offering demonstrated experience in call centre operations, team management, client retention, customer service management and sales. Well versed in administration, training and development, client interaction and office management. Possess extensive knowledge in managing information and communication, clerical tasks as well as preparing and presenting documents. Possess the ability to initiate, plan, organize and coordinate projects and a proven track record in data analysis, data capturing and handling complaints both telephonically and face to face. Meticulously apply time management and professional skills to meet and exceed the company's expectations. Aim to add value and thrives for accuracy when performing duties. Possess a willing to learn mind-set and keen for an opportunity to contribute to the company's success and increase productivity
Branch Administrator
SGB-Cape
2023-10 -
2024-08
• Raising POs on PUMA Track
• Doing a monthly cost sheet
• Liaising with Suppliers and getting quotes
• GRV invoices and process for Payment
• Filing
• Capturing of timesheets
• Dispatching of stock to sites
• Completing Purchase requisition
• Staff Supervision
• Creating Invoices after claim is approved
• Following up on Payments
• Monthly Flash - Revenue vs Cost
• Processing Credit notes
• Administrations
• Purchases
• Preparing Invoice tracker
Call Centre Supervisor
iBridge (MTN BPO)
2023-08 -
2023-10
Address
Gauteng
Phone
*********@*****.***
Banking
Financial services
Loans
Cash Handling
Relationship Management
Staff Management
Goals and performance
Customer service
awareness
Cash handling expertise
• Handing escalations from call centre Agents
• Taking Sup Calls requested by Clients
• Blacklisting devices
• Ensuring that Agents adhere to their schedule i.e
• AHT, Break Schedule and when they start shifts
Listening to Agents calls to ensure that they
provide good service as per their KPI
•
• Sending Weekly stats to the Agents
Monthly reporting at calls handled and
projection for following months
•
Having One on One Sessions to ensure that
agents identify their weaknesses/Strength
•
Group Facilities Call Centre Supervisor
Massmart Services
2019-07 -
2023-03
Log calls/ Faults from stores, such as refrigeration problem, bakery problem, take away
department on the portal
•
Loading invoices and comparison quotes on the
portal and requesting for uplifts
•
Logging incidents on the BCIC/EOC system for
stores
•
Doing the team schedule and submitting their
hours to payroll
•
Follow-up on calls that are attended in time by
the Vendor
•
• Departments weekly call stats
Liaising with Regional managers and Divisional
managers for approval
•
Buying material online on the builder's website
with the co-operate account
•
• Communicating with Vendors and store daily
Liaising with channel executives for urgent
matters and work orders logged on the portal
•
Preparing daily productivity stats and reporting
for each operator in the facilities call centre
•
Weekly/ daily analysis for calls logged in the
facilities call centre
•
Doing root cause analysis and deep dives for
critical and urgent work orders logged
•
Monthly reporting at calls handled and
projection for following months
•
Call Centre Supervisor
MultiChoice, Gauteng
2013-04 -
2016-04
Documentation
Collections
Reporting familiarity
Friendly
Team Player
Verbal/written
communication
Product training
Proficient in MS Office
Strong team-builder
Education
Handing a team and making sure they adhere to
company policies
•
• Overriding accounts, when agents cannot
• Signing of Agents time sheets
Assist in the formulation of targets for individuals and teams
•
Answer questions from staff and provide
guidance and feedback
•
Anticipate escalation and take over calls when
needed
•
Devise ways to optimize procedures and keep
staff motivated
•
Measure performance with key metrices such as
cell abandonment, calls waiting etc
•
Keep management informed on issues and
problem
•
Prepares and Directs scheduling monitors
operator's attendance, schedules shift and
breaks as necessary
•
Oversees and directs the day-to-day activities of
telephone operators and call centre agents
•
Call Centre Agent
Merchants (Cell C)
2012-04 -
2013-03
• Help customers with swim-swaps
Help customers with internet difficulties and
network problem
•
Explaining other Cell C products that are offered
by Cell C
•
Call Centre Technology
Inter-Active Technologies (DSTV)
2011-09 -
2012-04
Take calls from DSTV customers needing
assistance with their accounts
•
• Reactivating DSTV accounts
• Clearing error code on DSTV accounts
Grade 12: Matric
Security Officer grade A
PSIRA
Fire - Arm Competency
Handgun
Office Administration Introduction
Edu Course Online Learning
Contact this candidate