Zakhele Dube

Conduct Monthly Business Review (MBR) – Conduct in-depth performance reviews with individual team members to discuss progress, identify development needs, and set measurable goals for the upcoming month. Customer Experience Management – Drive customer-centric strategies aimed at improving customer loyalty, satisfaction, and overall service experience. Operational Risk & Compliance – Ensure adherence to internal policies, regulatory requirements, and data-privacy standards. Process Improvement – Identify opportunities to streamline workflows and enhance customer experience in collaboration with Continuous Improvement (CI) teams. Performance Improvement Initiatives – Develop and implement targeted initiatives to address performance gaps, improve KPIs, and drive operational excellence. Employee Engagement – Lead engagement initiatives including My Voice Forums, feedback sessions, team-building activities, and recognition programs to enhance morale and retention. Reporting & Insights – Analyse call centre performance reports, identify trends, root causes, and areas for development, and present insights to leadership. Escalation Handling – Manage and resolve escalated customer issues or complaints that require managerial intervention to ensure a fair and timely resolution. Performance Monitoring – Track and review key performance indicators (KPIs) such as First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), and Net Promoter Score (NPS). Cross-Functional Collaboration – Facilitate effective communication and collaboration with Operations, IT, Workforce Management (WFM), Training, and Quality Assurance teams. Team Leadership & Development – Lead and manage a team of customer service representatives including recruitment, onboarding, training, coaching, mentoring, and performance management.

Recruit and train call center personnel. Prepare and analyze call center performance reports. Evaluate individual performance reviews and overall team effectiveness with upper management. Help Team leaders and agents with challenging customer service issues. Monitor team performance and provide tools if necessary. Determine call center operational strategies by evaluating team results and objectives. Maintain and improve call center operations by monitoring system performance and identifying and resolving problems. Meet financial targets by estimating performance requirements and preparing annual budgets. Presents monthly and annual call center action plans and objectives. Creating and monitoring scheduling for proper head count.

Responsible for taking all the disparate elements of a sports telecast and coordinating them into a coherent whole, all while making sure the broadcast meets the high technological standards of modern broadcasting and entertains the broadest possible audience.

Building client relationships, conducting training programs, closing sales, demonstrating product features, taking part to sales events, and maintaining a pleasant selling area.

Interact with customers, answering questions about products, assisting with finding the best product to match customer needs and performing the final sale. Process customer payments and supply customers with receipts of purchases, check for stock at other branches or order requested stock for customers, elevate complaints to management and keep track of inventory to avoid shrinkage.

Finance, Communications, Advanced Computer Skills, Marketing, Public Relations, Radio & Video, Journalism, Advertising, Media planning, Media law, Sound engineering, & Modern Culture.

Operational Management, Industrial Relations Management, People Management, Technology-Systems and processes, contact center, Introductory Study for contact center managers, Supplier Management level 6, Contact Centre Quality management, Customer Management, Financial management Concepts, and Advanced Communications.

English, Afrikaans, History, Business economics, Accounting, Mathematics.