Vukosi Sambo

Working as a call centre and WFM professional I am always willing to learn and push the boundaries by coming up with innovative ways of making work easier and providing the best service to clients.

Workforce Management Specialist - Soaren US Campaign - Redial BPO

(2025-01)

• Preparing client billing register for the site.
• Responsible for agent onboarding and offboarding on client systems.
• Forecasting and scheduling.
• Intraday Reporting.
• Real time adherence monitoring.
• Optimization of daily schedules in real time.
• Liaise with the client on staffing needs and development prospects.
• Responsible for Operations and WFM synchronization.
• Management of WFM Ring Central tool.

Global Real Time Analyst - iView Command Centre - Ison Experiences

(2023-08 - 2025-01)

• Creating daily schedules that include breaks, lunches, meetings and other performance off-call activities.
• Optimization of daily schedules in real time.
• Ensuring Client requirements are met through ensuring the required number of agents is on calls and is productive.
• Sending out performance reports that include after call work, average handling time, hold time and other performance reports.
• Creating performance dashboards
• Real-time monitoring of multiple accounts

Real Time Analyst - Merchants Dimension Data

(2021-08 - 2023-06)

• Creating daily schedules that include breaks, lunches, meetings and other performance off call activities.
• Optimization of daily schedules in real time.
• Ensuring Client requirements are met through ensuring the required number of agents is on calls and is productive.
• Sending out performance reports that include after call work, average handling time, hold time and other performance reports.

Call Centre Agent - Comcast U.S Campaign - Billing and Technical Department - Merchants Dimension Data

(2021-02 - 2021-07)

• Taking payments
• Bill explanations
• Troubleshooting
• Answering basic customer service queries
• Upselling

Retentions Call Centre Agent - CCI

(2017-12 - 2018-12)

• Bill explanations
• Answering basic customer service queries
• Retaining of customers through upselling

Matric - Academic Quality Education Private College (2013)

N6 - Marketing Management - Mopani South East College (2020-06)