Sabelo Mngoma

Experienced Call Centre Team Leader and Operations professional with over 15 years of experience across customer service, BPO, administration and leadership. Proven ability to lead high-performing teams, drive KPI and SLA achievement, coach and mentor advisors, manage escalations, analyse operational performance, prepare reports and develop future leaders. Committed to delivering outstanding customer experiences while creating a motivated, high-performance culture.

Team Manager - Response BPO

(2025-05)

• Lead daily team operations and performance.
• Monitor KPIs, productivity, attendance and compliance.
• Coach and mentor advisors through regular feedback.
• Prepare operational reports and analyse trends.
• Handle escalated customer issues and drive service excellence.
• Motivate teams and identify future leaders.

Team Leader - Stratogo / Wallenius Wilhelmsen

(2024-05 - 2025-04)

• Led operational teams.
• Prepared statistics and reports.
• Ensured safety and operational compliance.

Customer Service Team Leader - Capability BPO

(2019-04 - 2024-04)

• Managed up to 16 advisors.
• Produced hourly, daily, weekly and monthly reports.
• Monitored KPIs and quality.
• Conducted coaching sessions and performance reviews.
• Resolved customer escalations.
• Maintained employee records and timesheets.

Senior Team Leader - Merchants

(2017-04 - 2019-04)

• Managed performance, attendance and operational reporting.
• Supported KPI achievement and team development.

Customer Service Agent - Merchants

Administration Clerk - Department of Justice

Debt Collections Agent - Edcon

Administration Assistant - Robert Business Enterprises

Matric - New Forest High School