Thapelo Makgae Email & Phone Number

Johannesburg, Gp, Za

City Of Johannesburg, Gauteng, South Africa

Overseeing the WFM planning cycle for US based accountsManaging relationships with the client's Workforce Management teamManaging a team of workforce management specialists within the business including the real time environmentEnsuring the establishment of direction and business delivery, specifically around forecasting and scheduling interventions to meet current customer needs and OLA measurables, through the deployment of best practice methodologies

Johannesburg Area, South Africa

Johannesburg Area, South Africa

•Reporting , logging ,managing and tracking of system issues that affect applications and users until they are resolved by Product Support•Analyzing the system issues as well as the impact to the users and the Business•Communication the workarounds to all stakeholders and the progress of the logged system issue•Managing designated product development from inception to the final execution , including post implementation evaluation •Initiate and manage risk research , data mining and quantitative analysis to ensure sustainability and future competitive growth•Explore local and international markets for new products and trademarks in order to expand and strengthen the business’ market position•Facilitate the conversion of knowledge and ideas into new or improved products , processes and services•Maintaining relationships with Product Support and on fixing the system issues•Involved in the testing phase of any changes on the system•Responsible for checking , analysing and escalating the findings thereof of Root Cause Analysis

Johannesburg Area, South Africa

2014 Project :•Upskilling 3 team membersWeekly Sessions on the below :- The fundamentals of Resource Planning- Real Time Analysis- Forecasting- Scheduling- Trend Analysis2013 Project :•Data Collection and Exploration (due to the new system implemented)•Time Studies and Benchmarking•Staffing Model for the Credit Card Admin DepartmentCurrent Duties : •Data Collection and Exploration•Forecasting (short term and long term)•Planning (daily/weekly/monthly)•Trend Analysis•Time Studies and Benchmarking•Reporting/Analysis ( daily/weekly/monthly)•Scenario Planning•Shift Designing•Optimization•Publishing schedules ( Inbound, Outbound and Administration areas)•Managing Temp staff hours•Educating team leaders and consultants about the impact of real time actions on service levels •Maintain agent information in WFM Systems Reports and Operating Models: •Creating reports to meet business needs•Maintaining (weekly/monthly) dashboards •Maintaining operating models and advising Operations of any changes to the modelsSystems : •Avaya (CMS)•EWFM ( Workforce)•RTA•Unison Dialer•RTR

Johannesburg Area, South Africa

•Publishing schedules for the call centre •Report deviations, such as non-adherence to schedule and late coming to the respective Managers•Educating team leaders and consultants about the impact of real time actions on service levels •Providing a daily analysis report for Operations & Monthly Reports •Advising operations on SLA (lost or met )•Challenge offline segments in order to maximize staff utilization •Maintain agent information in WFM Systems •Provide reliable support to business partners•Provide evidence of support provided to ensure that daily Service Level•Forecasting

Johannesburg Area, South Africa

•Monitoring agent behavior and performance in a Real-Time/Live environment.•Report deviations, such as non-adherence to schedule and late coming to the respective Team Leaders, Resource Planners or Managers. •Monitoring and reporting deviations to service level to Operational stakeholders and Resource Planners. •To educate the Team Leaders as to the correct use of the Real-Time Adherence module of the Workforce Management system. •Educating team leaders and consultants about the impact of real time actions on service levels •Load segments for consultants when they are signed off their phones •Highlight and create reports to assist Managers in reducing abuse of offline work. •Maintain a skills database and assign agents to different skills when service levels require this. •Schedule offline activities and or small line shift schedules in order to develop Junior Planning skills. Results produced :•Attend regular meetings and maintain relationships with business partners •Maintain processes for all bridge controller functions •Educate and create awareness of the role and potential benefits •Challenge offline segments in order to maximize staff utilisation •Escalate changes or queries on WFM Systems and follow up on resolution •Maintain agent information in WFM Systems •Deliver ad hoc actions in time and with a high level of quality •Provide reliable support to business partners •Provide evidence of support provided to ensure that daily Service Level

•Providing customer service to homeowners•Logging in service request were relevant•Updating customer details•Updating notes on each and every query handled•FAIS,FICA ,NCA and Money LaunderingDevelopmentSecond in charge during the team leaders absence•Printing out statistics for the Team•Checking the teams register•Combining a report of non-adherence and adherence

Johannesburg Area, South Africa

•Assisting customers on a daily basis with their different queries {viewing their level of registration and assisting further}•Logging in correct service request•Assisting customers with errors that they encounter while registering•Assisting the Collection Department when backlogged•Providing world-class customer service•FAIS and FICA •Money Laundering•Code of Banking PracticeDevelopment•Second in charge in the Team•Appointed to be in charge for my Team during my Team Leaders off daysDuties Involved•Sending a shift report to the relevant managers{when appointed as Team Leader for a particular day or week}•Being put in charge to complete the weekly register for the Team•Avaya CMS system {logging and Log outs}•Real Time Adherence {RTA} system•Polar Bearing {activating Accounts}•Pin Reset { Resetting Pins for New Accounts}

Bachelor’S Degree, Bcom Business Management, Bachelor’S Degree

Bcom Honors Business Management

Education record

Certificate - High Performance Analytics for Workforce Planners

Education record

Certificate - Business/Report Writting

Education record

Certificate - International Accreditation (Contact Centre Skills)

Bachelor'S Degree

BA HUMANITIES

Education record

Matric

Leadership Accelerator Series, Certificate

Leadership Accelerator Series, Certificate