Rita Thela

Call centre leader with 9+ years' experience across call centre operations, iGaming, payments, fraud prevention, and compliance, including 3+ years directly leading and managing team performance. Proven track record in SLA/KPI management, quality assurance, staff scheduling and coverage, escalations handling, coaching, and cross-team coordination with Risk, Finance, Audit, and Compliance functions. Comfortable operating under pressure in high-volume, target-driven environments while maintaining accuracy and compliance standards.

Team Leader at Tsogo Sun (playTSOGO, BET.CO.ZA, Tsogo Sun Rewards) (2023-01 – 2026-07)

• Led day-to-day shift operations, allocating tasks fairly and managing staff coverage to meet call targets of 100 calls per agent per shift
• Monitored quality assurance, attendance, and absenteeism, escalating issues to management as needed
• Maintained QA files, progress reports, and individual performance documentation for direct reports
• Audited accounts for suspicious or unusual activity, escalating discrepancies to the relevant team and manager
• Identified and escalated team training requirements to management
• Managed shift handover and allocation reporting to HODs, including shift-level deposit documentation
• Updated and communicated roster changes for leave across the team

Jnr Payment Clerk at World Sports Betting (2021-10 – 2022-12)

• Processed 40+ customer withdrawal/deposit transactions daily across multiple payment platforms with 100% accuracy
• Trained and supported payment processing staff to maintain accuracy and efficiency
• Assigned duties, monitored performance, and coached team members for development
• Identified a deposit-allocation process inefficiency, contributing to a workflow change that cut processing time by 20%
• Verified compliance (FICA/KYC) documentation and reconciled accounts, resolving discrepancies
• Collaborated with Risk, Finance, and Audit teams to streamline verification processes

Customer Service Agent at Webhelp SA Outsourcing (2019-07 – 2021-06)

• Resolved customer queries within agreed SLA/KPI targets, maintaining a 95% customer satisfaction rating and exceeding targets by 15%
• Managed 50+ customer interactions daily across calls, chat, and email
• Acted as escalation point for complex cases, contributing to a 5% reduction in repeat contacts
• Mentored 3 new team members, improving team efficiency by 10% within one month

Call Centre Agent at Aegis Outsourcing (2016-10 – 2018-12)

• Managed high-volume inbound calls across prepaid, hybrid, data, and postpaid services
• Achieved 90% first-call resolution while adhering to SLA and KPI standards
• Maintained 99% data accuracy in CRM system customer records

Higher Certificate in Archives and Records Management – University of South Africa (2024)

Matric – Mokgome Secondary School (2014)