REGINAH KWANTLE
Contact Centre Supervisor
Gaborone
Summary
Hardworking with proven track record of leading call centre teams to success, approachable with results-oriented approach, also a dedicated supervisor with experience leading call centre team, achieving targets with comfort in measuring key metrics and team performance, devising work strategies and making new hires beef up nimble workforce, committed to hitting company targets while guaranteeing client satisfaction, good in people management. Committed manager with exceptional leadership, organizational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Call Centre Supervisor
MRI (Multichoice Outbound)
Gaborone, Botswana
02.2022 - Current
- Allocated inbound leads according to priority, distributing opportunities amongst staff.
- Conducted performance evaluations to determine capability and progress of staff.
- Collected and analysed call centre statistics and developed strategies for improvement.
- Organised team building activities to motivate staff and build rapport.
- Carried out regular call and communication monitoring for service provisions to meet defined quality standards.
- Recruited, trained and progressed call centre agents within business, leading by example in outstanding service standards.
- Coordinated training opportunities to promote customer service excellence amongst staff.
- Directed call centre workflow, delegating tasks and continuously monitoring performance for adequate staffing and service levels.
- Carefully managed complaint escalations, remaining calm and professional to maintain positive customer satisfaction ratings.
- Implemented cloud-based software to upgrade internal processes and improve team efforts.
- Calculated waiting calls and call abandonment to develop service improvement strategies.
- Scheduled team meetings to educate agents regarding best practices in dealing with customers.
- Oversaw triage and allocation of multiple calls per day.
- Collaborated with management team members to create call centre objectives.
- Reduced average customer call times through targeted training in quality control.
- Created rosters based on staff strengths to build dedicated, hardworking teams for each shift.
- Assisted representatives in solving problems with dissatisfied clients to increase customer satisfaction.
- Analysed statistics, actioning strategic operational improvements to aid call centre growth.
- Improved customer satisfaction ratings through responsive query resolution.
- Fielded incoming calls and messages from clients, addressing complaints to contact centre policies.
- Entered, updated and removed customer information to keep accounts current.
- Followed up customer queries to check provided solutions met expectations.
- Built positive customer rapport through friendly, professional communication.
- Actioned customer feedback to enhance contact centre service provisions.
- Supervised team of over 30 agents, attempting to 230 call and 100 successful calls per agent per day, with a set target of 241 conversion per month.
Call Centre Trainer
MRI (Orange Outsource)
Gaborone, Botswana
09.2021 - 02.2022
- Delivered instruction across various topics, integrating audio-visual presentations and training materials.
- Monitored employee progress, offering feedback to management on additional training requirements.
- Analysed training needs to determine learning styles and skills shortages.
- Assigned training exercises and skill assessments to newly hired employees.
- Prepared training materials and supplemental aids to support employee comprehension.
- Facilitated soft skills training, improving communication and interpersonal abilities.
- Communicated appraisal arrangements, helping employees to achieve personal development goals.
- Updated learning portals to reflect available training courses and resources, increasing employee engagement.
- Developed online and accessible support to improve employee growth opportunities.
- Developed effective training manuals.
- Held refresher trainings to reinforce key concepts and skills.
- Arranged training to bridge learning gaps and increase department capabilities.
- Implemented competency frameworks to identify required key skills and design responsive development strategies.
- Organized delivery of specialized training in liaison with external service providers.
- Developed soft skills by providing training in time-management, problem-solving, and effective communication.
- Planned training schedules, prepared materials and booked necessary rooms and facilities.
- Analysed training requirements at individual, team and organisational level.
Call Centre Team Leader
Medical Rescue Internal (Orange Campaign)
Gaboone, Botswana
12.2017 - 09.2021
- Fostered positive employee relationships through communication, training and coaching.
- Followed opening, closing and shift changeover procedures for seamless operations.
- Led shifts and motivated team to drive sales.
- Coached team members through new or difficult workflows.
- Recognized exceptional individual performance for improved motivation.
- Led team of 20 agents per shift to achieve KPI targets and successfully complete assigned projects.
- Delegated tasks to make best use of individuals' skills.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Supported team to overcome new challenges by forecasting knowledge and skills gaps.
Call Centre Agent
Oseg Group (Orange Botswana-Inbound Outsourcer)
Gaborone, Botswana
03.2014 - 06.2015
- Acted as first point of contact for customer issues and queries.
- Answered 100-150 customer queries daily via inbound calls.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Handled customer queries focused on first-call resolution.
- Maintained call centre efficiencies, ensuring clear, effective communication with supervisors.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
- Provided accurate, consistent and meaningful advice to customers to boost retention.
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Advised clients of products and services and sold additional offerings to increase sales numbers.
- Reduced customer wait times by adhering to call target timeframes.
- Documented customer contacts in a system for use in further interactions or actions.
- Updated customers on special offers and promotions for increased revenue.
- Operated switchboard systems successfully to manage high call volumes.
- Built positive customer rapport through friendly, professional communication.
- Entered, updated and removed customer information to keep accounts current.
Education
Hounours Diploma in IT and Business Skills - IT and Customer Care
Botho University
Botswana 07.2008 - 05.2012
Certificate of Attendance for Communication and Study Skills -
Botho University
Certificate of Attendance for Personal Management Course Level 2 - undefined
Botho University
Skills
Data Analysis
Power Pont
Microsoft Word
Microsoft Excel
Soft Skills
Communication Skills
Team Player
Customer Service
Problem-solving abilities
Coaching and mentoring
Travelling (safari tours) and watching tv
Safari Tours: I enjoy doing boat cruise, game drive and learning different cultures.
Watching Tv: I like reality shows, Geographic Documentaries, local& international news
Timeline
Call Centre Supervisor
MRI (Multichoice Outbound)
02.2022 - Current
Call Centre Trainer
MRI (Orange Outsource)
09.2021 - 02.2022
Call Centre Team Leader
Medical Rescue Internal (Orange Campaign)
12.2017 - 09.2021
Call Centre Agent
Oseg Group (Orange Botswana-Inbound Outsourcer)
03.2014 - 06.2015
Hounours Diploma in IT and Business Skills - IT and Customer Care
Botho University
07.2008 - 05.2012
Certificate of Attendance for Communication and Study Skills -
Botho University
Certificate of Attendance for Personal Management Course Level 2 - undefined
Botho University