Alpheus Sepeng

To optimize the contact center performance, quantity and quality, by ensuring that I have right number of people, in the right place at the right time to meet required service level targets as per the SLA. Demonstrating a steadfast commitment to enhancing customer service and satisfaction in any dynamic organization that prides itself in advancing towards its future vision.

Resource planner at Telkom SA (1998-03 – 2003-10)

Resource planner at Cell C (2003-10 – 2007-02)

Resource planner at Metropolitan Health Care (2007-05 – 2012-03)

Resource planner at Thebe ya Bophelo (2012-03 – 2017-11)

Forecast Scheduling Analyzing and Tracking performance in a Call center. Giving recommendations To align resources with customer demand to maximize customer satisfaction and ensure cost-effective use of resources. Compile reports and administration.

Provide first line support to regional Team leaders. Monitor RTA and escalate any deviations to management. Maintaining daily testing of the IVR. Responsible for creating and maintaining IVR recordings prompts and other marketing and updates.

Ability to work alone with minimum supervision and with others in a team, occasionally under time pressure and on several tasks at the same time. Involved in various projects including the self-help facility during the open window period Develop and manage long, medium and short term planning cycles Produce schedules in accordance with agreed timelines. Manage the activities and outputs of the WFM administrator Do capacity planning for outbound and back office processing areas in order for them to be able to adhere to turn-around-time targets.

Grade 12 – L.G Holele High school