Leven Moodley

Experienced Call Centre and Operations Manager with 20+ years of experience across contact centre, manufacturing, mining, FMCG and service environments. Strong background in end-to-end call centre operations, people leadership, workforce planning, forecasting, KPI and SLA management, quality assurance, customer service, reporting, training and performance improvement. Experienced in managing teams, analysing operational statistics, optimising resources, handling escalated customer issues and working with senior management to improve service delivery and operational efficiency.

Workforce Manager / Scheduler - Private Label Promotions

(2023-11 - 2026-07)

Contact Centre / BPO

• Manage workforce scheduling to ensure appropriate staffing coverage in line with forecasted demand, operational requirements and service-level targets.
• Prepare and maintain staff schedules, shift patterns, rosters and resource plans to optimise coverage and productivity.
• Monitor attendance, absenteeism, leave, adherence and staffing levels and make schedule adjustments where required.
• Analyse contact-centre workload, staffing requirements, productivity and service-level performance to identify resource gaps and opportunities for improvement.
• Support forecasting and capacity planning using historical trends, operational data and business requirements.
• Provide real-time workforce support by monitoring intraday performance, queue volumes and staffing levels and taking corrective scheduling actions.
• Liaise with Operations Managers, Team Leaders and other stakeholders to communicate staffing requirements, schedule changes and operational constraints.
• Track schedule adherence and utilisation and provide workforce-management reports and insights to management.
• Assist with planning for peak periods, campaigns, training, meetings and other activities to minimise operational impact.
• Identify opportunities to improve workforce efficiency, resource utilisation and service delivery through effective scheduling and planning.

Sales Call Centre & Operations Team Leader / Logistics Manager - LMV Solutions

(2014-08 - 2023-10)

Manufacturing

• Managed day-to-day call centre and operational activities, implementing objectives and ensuring effective resource utilisation.
• Conducted weekly team meetings and supported workforce and resource planning to maximise productivity.
• Collected and analysed call-centre statistics, including sales rates, costs and customer-service metrics.
• Managed budgeting and tracked Sales Call Centre expenses.
• Recruited, coached and trained employees to maintain and exceed customer-service standards.
• Monitored ordering processes, telephone etiquette and operational procedures and identified areas for improvement.
• Evaluated agent performance using key metrics including average speed of answer, queue time and abandoned calls.
• Compiled daily and monthly operational reports for staff and senior management.
• Handled performance and disciplinary matters when required.

Call Centre & Logistics Manager - Sephaku Cement

(2009-02 - 2014-07)

Mining & Manufacturing

• Managed call-centre operations while coordinating closely with supervisors, team leaders, operational staff and third parties.
• Maintained service levels and SLAs and handled complex customer complaints and enquiries.
• Monitored performance statistics and used operational data to support management decisions.
• Organised staffing, shift patterns and resource requirements to meet demand.
• Coached, motivated and retained staff and coordinated bonus, reward and incentive initiatives.
• Identified staff training needs and planned training sessions to improve performance.
• Produced call-centre statistics and management reports and analysed performance against budget figures.
• Improved operational efficiency and supported sourcing of equipment and systems to enable better performance.
• Liaised with supervisors, team leaders and operatives to gather information and resolve operational issues.

Call Centre Manager / Group Trainer / QA & Workforce Analyst / Marketing Intelligence Analyst - Private Label Promotions

(2003-06 - 2009-01)

Contact Centre / BPO

• Supervised 40 agents and 3 Team Leaders and managed daily call-centre operations and resource utilisation.
• Worked closely with senior management on implementation of new projects and operational structures.
• Managed attendance, performance, reporting, counselling and disciplinary processes.
• Developed, implemented and modified training programmes and identified additional training requirements.
• Supported recruitment and delivered induction and refresher training.
• Forecasted call volumes and average handling time using historical data and a workforce-management tool.
• Scheduled staff against forecast demand and service-level requirements and provided real-time management support.
• Analysed staffing, utilisation, productivity, incoming calls, abandoned calls, peak periods and queue times.
• Compiled operational statistics and implemented call-quality monitoring scorecards for agents, Team Leaders and Supervisors.
• Conducted quality checks and worked with operational leaders to ensure QA measures were implemented and monitored.
• Implemented induction and training programmes and produced MIS reporting for executive members.
• Provided marketing intelligence and database reporting to support commercial targets.

Call Centre Agent / MIS Reporting & Siebel Administrator - Lafarge South Africa

(2001-01 - 2003-12)

Mining & Manufacturing

• Managed call-centre reporting and operational information.
• Operated ACD wallboard and reporting for call-centre agents using Lucent Technologies.
• Supported implementation and integration of JD Edwards and Siebel CRM.
• Trained staff on JD Edwards and Siebel and processed customer orders and quotations.

IT Administrator & AS400 Reporting - Lever Ponds

(2000-01 - 2001-12)

FMCG

• Provided reporting and data support to General Managers and Sales Managers.
• Created management reports and trained staff on data capturing.

Call Centre Supervisor - Durban Metro Water

(1995-05 - 1999-11)

Contact Centre

• Supervised call-centre operations and customer-service activities.

Diploma - Call Centre Management - Damelin (2006)

Diploma - Information Technology - ML Sultan Technikon (1994)

Matric - Verulam Secondary High School (1991)