Katlego Mothiba

Taking over a team I spend 20% of the day assisting in escalations and 80% divided amongst team leader responsibilities

Call center agent at Isoleso (2022-10 – Present)

Taking over a team I spend 20% of the day assisting in escalations and 80% divided amongst team leader responsibilities

• Analyze daily reports and effect improvement plans to alleviate non achievement of SLA's and targets
• Work closely with management to ensure the required staff is in place as when required
• Provide each team member with individual report on daily basis and highlight achievements and areas of concern
• Conduct coaching sessions and quality monitoring sessions with agents Manage, motivate and monitor the team
• Briefing and debriefing of staff, query of processes or actions when not sure
• Request for additional business process or application training if required

Specialist at AEGIS (Payroll) (2019-12 – 2022-09)

• To prepare and manage payroll processes of employees
• Gather all payroll related data
• Review and save time sheet data received
• Calculate salaries, earnings, deductions and benefits
• Create and run salary sheets and reports
• Manage, maintain and update payroll related data
• Update salary sheet and schedules
• Answer and clarity employees on payroll related inquiries
• Submit payroll reports and sheets on time to the Payroll Manager
• Save payroll related emails, faxes, and scans daily
• Collate and file relevant processing files for the month
• Verify all details received and make noted of any outstanding information
• Communicate with managers regarding outstanding documents
• Allocate new employment codes
• Ensure all documents are attached and completed fully and correct
• Capture on payroll data base
• Save documents in folders for employee

Specialist at AEGIS (Workforce TUI) (2017-03 – 2019-11)

WF is the link between operation and the client, We do the actual planning of how many agents would be needed per L.O.B and also determine how many heads we need at a specific time

• Schedule employees
• Manage real time change
• Analyze performance

Call center agent at AEGIS (TUI) (2016-09 – 2017-02)

Taking over a team I spend 20% of the day assisting in escalations and 80% divided amongst team leader responsibilities

• Analyze daily reports and effect improvement plans to alleviate non achievement of SLA's and targets
• Work closely with management to ensure the required staff is in place as when required
• Provide each team member with individual report on daily basis and highlight achievements and areas of concern
• Conduct coaching sessions and quality monitoring sessions with agents Manage, motivate and monitor the team
• Briefing and debriefing of staff, query of processes or actions when not sure
• Request for additional business process or application training if required

Admin Department at AEGIS (AIG travel insurance) (2014-04 – 2016-07)

Personal assistance at Dr. V Rammanhor (Lesedi Private Hospital) (2010-01 – 2014-03)

• Filing
• Scheduling appointments
• Obtain medical aid information
• Obtain patients diagnosis
• authorizations/confirmations
• Debt collection

Personal assistance at Dr. H Essa and Dr. K S Mwita (2009-01 – 2009-12)

• Filing
• Scheduling appointments
• Capture claims
• Telephone Enquiries
• obtain medical aid information
• Obtain patients Diagnosis
• create patients Files
• authorizations/confirmations
• Debt collection
• dealing with clients telephonically

Grade 12 – Liverpool Secondary School (2008)