Mpho Mackay Email & Phone Number

South Africa

Johannesburg Area, South Africa

• Assess training needs through surveys, interviews with Call Centre employees, focus groups, or consultation with managers, instructors, or customer representatives. • Assess feedback from relevant employees to identify and implement training initiatives and programmes. • Attend meetings to obtain updated information for use in training programmes or to inform management of training programme status.• Participate, where required, in Operations and Technical meetings to recommend and/or advise on any improvements or suggest changes to enhance the overall operational effectiveness of the Call Centre Operation. • Develop alternative training methods if expected improvements are not seen. • Evaluate training materials prepared by subject matter experts• Keep up with developments in area of expertise by reading current journals, books, or magazine articles. • Monitor, evaluate, or record training activities or programme effectiveness. • Facilitate specific training programmes to help Operations employees maintain or improve job skills. • Organize & develop, or obtain, training procedure manuals and guides and course materials such as handouts & visual materials. • Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures. • Assist with administration of performance improvement records • Assist with planning of training courses and administration thereof and assist with training for learnership groups as per Skills Act • Conduct individual coaching & support for operations staff• Design, plan, organize and direct orientation and training for Operations employees. • Monitor training costs to ensure budget is not exceeded, & prepare budget reports to justify expenditures. • Coordinate logistics for training, involving scheduling of training, implementing and managing training roster, arrangements regarding availability of classrooms, equipment, etc.

Bryanston

• Ensure that the Training team delivers the various solutions to clients in a way that is accessible and relevant to their needs to ensure maximum adoption of products and services • Ensure that internal clients are fully equipped to deliver quality service relating to products and services • Maintain high quality, up-to-date training materials and courses across the range of products and services• Maintain a high-quality, comprehensive wiki that offers information to new and old employees alike• Ensure that operational communications go out timeously and in such a way that they drive down queries, not increase queries • Managing the performance of the Training team towards the objectives of the company and the department• Crafting and executing the training strategy• Driving development and delivery of training content, including WHO needs to be targeted• Reporting in line with the training team deliverables and strategy• Coaching and developing team members• Driving usage and contribution to wiki (in conjunction with LMs, specifically within the Retention LM space)• Participating in UAT across the various products

Johannesburg Area, South Africa

• To develop & deliver a range of product specific and business process training programmes to mass market clients nationally

Bryanston

Coordinating the planning, preparation & delivery of all training interventions

Johannesburg Area, South Africa

• Providing excellent customer service to clients• Managing existing and new projects• Contacting clients to make sure that everything is running smoothly• Assisting clients by identifying and solving their queries• Creation and updating of training manuals• Screening calls for the Marketing Manager• Marketing Managers Diary Management• Troubleshooting

Johannesburg Area, South Africa

• Basic customer service• Assisting clients with their orders or invoices• Taking inbound calls• Making outbound calls to clients and suppliers to make sure that they have received their orders or invoices• Assisting clients with technical queries

Johannesburg Area, South Africa

• Answering incoming calls from clients and non-clients and deal with them in the appropriate manner• Logging these calls accurately in the CRM system• Dealing with queries and follow up

Sandton

Assisting students with school work

Project Management, Project Management

Management Development Programme (Mdp), Business Administration And Management, General

• Management and Leadership Essentials • Managing Diversity and Business Etiquette • Team Leadership using Emotional Intelligence •.

Bachelor’S Degree, Ba - Anthropology And Clinical Psychology

Matric, Matric