Lihle Sibanda

Experience

• 

  Van Hulsteyns Attorneys

  Mar 2007 - Jun 2007

  Administrator
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  Merchants vodacom

  May 2009 - Sept 2013

  Duties:-•Monitor and address non – adherence•Monitoring absenteeism daily •Develop and maintain centralized reporting •Briefing Operations Management on recommended service level risk mitigation •Adherence and shrink reporting on daily, weekly and monthly basis •Develop and maintain centralized reporting •Building measurement tools to analyze and forecast trends •Monitor customer service Consultants calls on a daily basis in line with assessment procedures•Provide feedback to Consultants and Team Leaders to explore areas of improvement•Submit quality scores which go into the weekly frame report for the entire floor, which comes out every Monday•Compile a weekly Quality Report, highlighting all related matters from the previous week•Take part in internal and external calibration sessions, to compare assessment methods and procedure

  • REAL TIME ADMINISTRATOR

    Oct 2009 - Sept 2013

  • Quality Assessor

    May 2009 - Sept 2009
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  Merchants Dimension Data

  Sept 2013 - Aug 2022

  Workforce Planner

  •Completes Agents schedules within agreed timeframes and in line with call volume, Average Handling Time and shrinkage forecasts•Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities and overtime.•Proactively recommend training, Voluntary off Time, Half day Leave based on the revision of scheduled global tests or IRP (Intraday reports on Performance).• Partner with various department, QA and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.•Review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency that includes schedule rotation, operation hours and staffing of agents for each individual facility.•Build schedule scenarios and creating schedules using WFM tools(Genesys,IEX)•Ensures accuracy of exception capturing and real time reporting•Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities and overtime. •Completes Agents schedules within agreed timeframes and in line with call volume, Average Handling Time and shrinkage forecasts•To maintain holiday patterns to ensure that holidays are effective covered by discussing with the Workforce Manager.•Briefs Operations Management on recommended service level risk mitigation plan Show less

• 

  Merchants

  Aug 2022 - now

  Workforce Manager