Phindile Mkhize

I am looking for a challenging job with a rapidly growing organization that can provide me with a range of goals and job objectives within a contemporary and economical business setting.

Customer Service Representative at CCI (2021-10 – 2023-01)

• Assist with solving queries for customers
• Provide clear communication
• Attentive listening

Real Time Analyst at Concentrix (2023-10 – Present)

• Oversee queue levels, call queues, chat/email volumes, and agent productivity across contact channels.
• Intraday Management: Identify and mitigate disruptions by shifting staff, managing skill sets, and updating queues to ensure optimal coverage.
• Adherence Tracking: Monitor agent adherence to schedules (e.g., lunches, breaks) and take action on non-compliance.
• Communication: Act as a key contact for operations, providing proactive alerts on issues like call volume spikes or system outages.

Matric – Riverdene Secondary (2017)