Mpho Molobi

Experience

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  FNB South Africa

  Aug 2006 - Jan 2009

  Homeloans Call Centre Team Leader

  - - Manage 15 Call Centre employees- Ensure team productivity and customer satisfaction: • 80/20 service level, 90% answer rate & 5% abandonment rate• 90% first call resolution & 24hrs resolution for escalated queries • Average 120 daily calls per agent and 80% occupancy per shift• Monthly product knowledge assessment of 95% • 5 call quality assessment per agent monthly with a minimum score of 90%• 90% customer satisfaction survey by ASK AFRIKA- Submit daily, weekly & monthly reports to line manager - Monitor and maintain adherence to company policies & procedures and institute disciplinary measures where necessary - Conduct performance 1/1’s reviews daily, weekly, monthly & quarterly- Conduct daily start – up, weekly monthly meetings- Ensure staff coaching & development and identify training needs- Daily monitor system functionality and report malfunctions to I.T. - Ensure adherence to schedule, leave reports & overtime- Ensure adherence to schedule “shift roster, breaks, training, overtime and off the phone activities”- Plan and approve staff vacation leave Show less

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  Virgin Mobile SA

  Feb 2009 - Dec 2011

  Quality Assurance Team Leader

  - Manage 15 Call Centre employees- Quality management training, planning and implementation- Ensure that the assessment tool and the process is customer centric.- Ensure that the quality standard and daily targets are met consistently.- Monitor and manage the operation of the team.- Manage, motivate, coach and develop team members to optimize performance using appropriate policies and processes.- Reporting and measuring call efficiencies and effectiveness.- Monitor and manage the resolution of customer complaints and queries to promote best practice in contact centre.- Identify, implement and measure coaching interventions.- Coaching and developing new and existing staff members.- Ensure that weekly reports are submitted on time.- Conduct weekly calibration with stakeholders.- Sit in on three way feedback sessions.- Daily report on product knowledge and skills gap.- Provide immediate feedback to ensure that service crime is eliminated.- Implement and manage service culture.- Update and review the assessment criteria.- Analyse business trends and provide recommendations on the way forward.- Maintain the training strategy through effective coaching and mentoring.- Amend policies and procedures to create effective quality based on agent assessment.- Conduct audits- Analyse and map policies and procedure of all customer service operations. Show less

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  Telkom

  Jan 2012 - now

  Operations Call Centre and Quality Assurance Manager (Telkom Mobile)

  Call Centre Manager- Ensure staff training and development to maximize performance and deliver optimum customer service - Conduct one – on - one’s performance monthly & bi – annual reviews- Ensure that sub-ordinates have personal development plans- Ensure adherence to company policies and procedures and institute corrective actions where necessary - Analyze quality team findings and implement relevant measures to address identified gaps- Manage team performance daily, weekly, and monthly- Recruit staff according to company policies & procedures- Maintain departmental budget and ensure that incentives payout and unpaid leave is submitted timeously to Human capital for processing- Conduct daily start – up, weekly & monthly meetings with direct reports to discuss performance and other urgent matters that might arise - Ensure sufficient staffing to man call demands according to call patterns and trends - Collaborate with internal and external Stakeholders- Ensure adherence to schedule- Ensure that staff performance meets key strategic objectives:Quality Assurance Manager- Manage a team of Quality Assurance analysts.- Ensure adherence to company policies and procedures and institute corrective actions where necessary- Manage, motivate, coach, and develop team members to optimize performance.- Manage and implement the SOP and the assessment criteria’s- Ensure monthly quality calibrations sessions are conducted- Collaborate with internal and external Stakeholders- Managing the VOC (voice of the customer), FCR (First Call Resolution) and NPS (Net Promoter Score)- Quality management planning and implementation.- Manage SLA’S (Service Level Agreements) and OLA's (Operation Level Agreements) for internal and external stakeholders.- Ensure staff coaching & development and identify training needs- Manage all CEO Escalations and Social Media Complaints- Submit daily, weekly & monthly quality reports to line manager and stakeholders Show less