Mfundiso Mrwebi

Strategic Call Centre Operations Leader with 8+ years of experience across customer service, technical support, and financial services. Proven ability to improve SLA performance, drive quality and compliance, and lead high-performing teams. Strong expertise in workforce planning, KPI reporting, fraud prevention, and customer experience transformation.

Operations Assistant Manager at EXL Service SA (2024-01 – Present)

• Lead daily operations to meet SLA, productivity, and quality targets.
• Drive performance improvements and reduce escalations.
• Monitor dashboards and implement real-time corrective actions.
• Improve employee engagement and retention.
• Collaborate with leadership on operational strategy.

Technical Support Team Leader at TCMS Solutions (2023-01 – 2024-12)

• Improved AHT, FCR, SLA, and QA performance through targeted strategies.
• Delivered coaching to enhance technical troubleshooting skills.
• Streamlined workflows and improved efficiency.
• Ensured compliance with regulatory standards.

Customer Service Team Manager at Quantanite SA (2022-01 – 2023-12)

• Managed multi-skilled teams delivering consistent SLA performance.
• Led workforce planning and cost optimization initiatives.
• Conducted WBRs/MBRs and performance improvement strategies.
• Designed training programs improving first-contact resolution.
• Awarded Top Team Manager for operational excellence.

IT Technical Support Specialist at Altron Bytes (2020-01 – 2021-12)

• Resolved technical and billing issues for fibre customers.
• Reduced repeat queries through effective troubleshooting.

Customer Service Team Leader at WNS Global Services (2017-01 – 2020-12)

• Led financial services and verification operations.
• Assessed loan applications and detected fraud risks.
• Maintained high audit and compliance scores.
• Supported vulnerable customers in line with regulations.

Bachelor in Library and Information Science – University of Fort Hare

Matric in Business Studies