Lungile Mhlongo

A seasoned Workforce Analyst with over two years of experience in data modeling, reporting, and strategic workforce planning. I excel in solving complex scheduling challenges, optimizing staffing coverage, and enhancing service delivery. Passionate about operational efficiency, data accuracy, and business-aligned forecasting.

Real-Time Analyst at Quantanite (2023-09 – Present)

• Enhanced service levels by analyzing real-time data and reallocating resources as needed.
• Maintained and updated performance reports, dashboards, and monthly insights packages.
• Monitored call traffic across multiple centers to manage workload distribution.
• Ensured compliance with labor regulations (breaks, overtime, shifts).
• Provided real-time support to operations for schedule adherence and agent availability.
• Boosted customer satisfaction through proactive queue management.

Customer Service Escalation Specialist at Webhelp (2020-01 – 2023-12)

• Mentored junior staff in escalation procedures, improving team responsiveness.
• Acted as a liaison between customers and internal teams by relaying critical insights.
• Resolved escalated issues with professionalism and efficiency.
• Conducted root cause analysis and drove preventative strategies.
• Worked cross-functionally to resolve complex customer concerns.

Quality Assurance Officer at Webhelp (2020-01 – 2023-12)

Concurrent role at Webhelp

• Audited customer interactions to ensure adherence to quality standards.
• Delivered performance-based feedback and one-on-one coaching.
• Collaborated with training teams to address performance gaps and maintain service excellence.

Higher National Certificate in Chemical Engineering (N4-N6) – Majuba TVET College (2016-12)

Higher National Certificate in Wastewater Treatment (N3) – Majuba TVET College (2014-12)

National Senior Certificate – Tholokuhle High School (2010-12)