Bruce Mabuza

Experience

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  MultiChoice Group

  Jan 2009 - Jan 2019

  • Strategy development• Operations Management• Resource allocation to ensure all touch points are evaluated (QA)• Manage daily operations• Create reports• Distribute reports and Dashboards • Decision making• Coach the coach• Calibration coordination• Motivate team members• Coordination with internal and external customers• Oversee all Quality assurance metrics• Design QA forms and implement them• Design quality processes• Lead and mentor QA team members• Develop Team members• Optimize employee performance• Design and implement the roster• Improve processes• Formulate KPI Metrix and Implement • Trend analysis • Identify knowledge gaps • Data Analytics • Reporting Automation • People management • Customer experience analysis Show less • Strategy development• Operations Management• Resource allocation to ensure the call centre is evaluated (QA)• Manage daily operations• Create reports• Distribute reports and Dashboards • Decision making• Coach the coach• Calibration coordination• Motivate team members• Coordination with internal and external customers• Oversee all Quality assurance metrics• Design QA forms and implement them• Design quality processes• Lead and mentor QA team members• Develop Team members• Optimize employee performance• Design and implement roster• Improve processes Show less

  • Quality Assurance / Customer Experience Coach Manager

    Apr 2015 - Jan 2019

  • Quality Assurance / Customer Experience Coach Stand-in Operations Manager

    Aug 2016 - Nov 2017

  • Quality Assurance / Customer Experience Coach

    Jan 2011 - Apr 2015

  • Inbound Stand-in Team Lead

    Jan 2010 - Jan 2011

  • Call Center Agent

    Jan 2009 - Jan 2010
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  Decryption Cloud Consultancy

  Feb 2019 - now

  Founder & Director
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  Dark Fibre Africa

  Aug 2019 - Jan 2020

  Customer Experience Coordinator

  • Developed and executed CX communication strategies across multiple channels:Created compelling CX content for 7 channels.Curated and managed a monthly CX newsletter.• Coordinated meetings with stakeholders and facilitated workshops.• Managed day-to-day operations to ensure smooth functioning.• Engaged with customers to enhance their overall experience.• Conducted research to gain valuable insights and inform decision-making.• Built and maintained strong relationships with stakeholders.• Handled financial aspects and budget management.• Performed data analysis to extract actionable insights.• Managed events to deliver exceptional experiences. Show less

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  GIBS Business School (Gordon Institute of Business Science)

  Feb 2020 - Dec 2023

  • Conducted data analysis and generated insightful reports.• Developed interactive and visually appealing dashboards.• Implemented efficient data management strategies.• Successfully led and oversaw project execution through Project Management.• Streamlined and optimised processes for improved efficiency.• Ensured adherence to quality management standards.• Designed and administered surveys and feedback forms.• Performed benchmarking activities for performance evaluation.• Identified and implemented optimisation strategies for enhanced outcomes. Show less • Leveraged analytics to extract valuable insights from data.• Conducted comprehensive data mining to uncover patterns and trends.• Generated informative and visually compelling reports.• Successfully managed projects from initiation to completion.• Designed and implemented interactive dashboards for data visualization.• Enhanced evaluation forms to capture meaningful feedback.• Drove process improvement initiatives to streamline operations.• Optimised reports for accuracy and relevance. Show less • Leveraged analytics to extract valuable insights from data.• Conducted comprehensive data mining to uncover patterns and trends.• Generated informative and visually compelling reports.• Successfully managed projects from initiation to completion.• Designed and implemented interactive dashboards for data visualization.• Enhanced evaluation forms to capture meaningful feedback.• Drove process improvement initiatives to streamline operations.• Optimised reports for accuracy and relevance. Show less

  • Information Technology: Operations Data Analyst

    Apr 2022 - Dec 2023

  • Corporate Education: Operations Data Analyst

    Apr 2021 - Apr 2022

  • Open Programmes: BI Optimisation Manager

    Feb 2020 - Apr 2021
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  Woolworths

  Jan 2024 - now

  Senior Analyst: People & Culture

  Oversee People Data Reporting and Analytics:• Provide strategic guidance in People and Culture reporting, enabling alignment with business objectives through analytical insights.• Develop and optimise various People & Culture reports, driving tangible business outcomes, and delivering comprehensive insights to leadership.Act as custodian and change agent for the P & C Analytics function:Spearheaded data analytics advancement in People & Culture, promoting data-centric decision-making and strategic planning.• Engage in cross-functional teams, lending expertise in data interpretation for informed decision-making.• Collaborate extensively with various teams to address diverse data needs, offering actionable recommendations for standard reporting, workforce planning, and in-depth analysis.• Lead projects enhancing people data accessibility and credibility, improving collection and analysis processes.• Establish strategic partnerships to develop system functionalities, provide coaching on metrics interpretation, manage program rollouts, conduct critical data studies, and deliver precise survey analyses to support strategic decisions.Offer Specialised Insights to the P & C Team leveraging trends, analysis, and modelling tools:• Lead talent analytics across the lifecycle, using tools for sourcing and attrition management.• Forecast future talent needs across diverse business sectors for proactive recruitment.• Evaluate the effectiveness of People & Culture investments, optimising orientation, training, compensation, and performance strategies.Manage People Databases and Models:• Develop cost models for new Organisational Design, ensuring fiscal prudence. • Produce bridge graphs incorporating staffing levels, vacancies, and future recruitment needs for strategic planning. • Monitor monthly recruitment against budget, offering insights for potential cost savings. intelligent workforce planning and resource allocation. Show less