Innocent Sehlabela

Call Centre Team Leader with over three years of experience in customer service and contact centre operations, including leadership experience supporting customer service teams. Experienced in team leadership, coaching and performance management, customer complaint resolution, escalations, quality monitoring, KPI and SLA management, customer experience and operational reporting. Strong background in inbound and outbound customer support, troubleshooting, issue resolution and maintaining service standards.

Seeking remote Customer Support, Customer Success, Client Relations, Contact Centre Team Leader or Customer Experience opportunities.

Call Centre Team Leader (Inbound) - Lottostar - Nelspruit, Mpumalanga

(2022-11)

• Lead, support and monitor customer service agents to ensure consistent customer service delivery and achievement of operational targets.
• Monitor individual and team performance against KPIs, SLAs, quality standards, productivity and customer service expectations.
• Conduct coaching, one-on-one sessions and performance reviews to identify gaps, provide actionable feedback and support continuous improvement.
• Review calls and chats for quality, accuracy, empathy, response time and appropriate interaction closure.
• Handle escalated customer complaints and complex issues, providing timely resolutions and appropriate follow-up.
• Support agents with difficult customer interactions and provide guidance on troubleshooting, complaint handling and escalation procedures.
• Monitor customer response times and service processes to improve customer experience and operational efficiency.
• Identify recurring customer issues and operational challenges and escalate matters to relevant departments.
• Assist with onboarding, training and ongoing development of new and existing team members.
• Prepare performance updates and reports, identifying trends, risks, achievements and improvement opportunities.
• Ensure adherence to company policies, procedures, quality requirements and customer service standards.
• Promote accountability and a positive team environment while supporting productivity, quality and service delivery.
• Handle inbound and outbound calls, customer inquiries, troubleshooting, orders and payments when required.
• Manage complaints, provide accurate information, escalate issues and conduct customer follow-ups.

Teacher Assistant - Thandulwazi Primary Schools - Nelspruit, Mpumalanga

(2021-04 - 2022-08)

• Assisted teachers with lesson planning and preparation of classroom materials.
• Tracked student attendance and class schedules and maintained accurate records.
• Supported individual students with learning challenges and reviewed classroom material.
• Maintained safe and tidy classrooms and assisted with grading assignments and communicating learner progress to parents.
• Supported learners' adjustment, learning and social development and reported behavioural concerns to teachers.

Junior Fleet Controller - Makwande Supply and Distribution (PTY) LTD - White River, Mpumalanga

(2018-08 - 2019-08)

• Monitored vehicle operations, driver performance, mileage and driving behaviour.
• Provided feedback to improve driving practices and reduce operational costs.
• Implemented and enforced safety policies and monitored regulatory compliance.
• Investigated accidents and maintained accurate fleet records.
• Recorded and analysed vehicle performance, maintenance, fuel consumption and driver-related data.
• Handled disputes relating to maintenance, repairs and other fleet-related matters.

Higher Certification - Human Resources Administration - IQ Academy (2023-02 - 2024-04)

Diploma - Tourism and Hospitality - Business College (2016-02 - 2019-09)

English Home - Angels Park Academy