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Brief Profile

I hold a National Certificate in Business Administration and I have strong background in real time within the contact centre industry for 3yrs. I have worked for great companies such as Hollard Insurance, Provantage Media and WNS where I am currently employed as a Workforce Management/MI Analyst role. Amongst my responsibilities, I have been involved in call centre administration, monitoring agent or team performance through data. also been involved in liaising with External /Internal clients to obtain optimum performance, analysis reports (FCR, CSI, NPS, Outbound, AHT, and Adherence) and sending performance reports to operations, I have also been involved in developing a Performance Improvement Plan Report and sending concerning factors that are influencing the loss in SVL and billable. I am a very committed individual with great communications skills.

Pros: I have worked on the Vodacom campaign as a Campaign Agent and later moved to WFM/MI Analyst for both Contract and Prepaid Departments due to my previous experience in Report writing and performance measurement skills. Here I deal with Agent/Site Performance providing Daily, Weekly and Monthly Report for Internal/External Clients, before that I worked on the Hollard Campaign at Retail Stores Edcon, which is for the Hollard Insurances. This was a Customer Care/Sales/Financial Services Advise Environment and I have worked as a Project Controller for Provantage Media Company. With my previous and resent work experience in supervising staff, Managed Information Analysis skills, Real time Analysis and customer services skills, I am the perfect person for this position. I believe that with drive and determination and honesty that I would be an asset to your company. Only through working with people can a business grow and keep their clients satisfied. Thank you. Paul Mofokeng
Cons: 8 Hours / 5 day

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