Yonela Phakathi

My name is Yonela Phakathi 24 years of age. I'm a real time analyst at Capability BPO have been witb the company for almost 3yrs,I'm an ambivert, Very ambitious, I love challenges especially things that are challenging to the mind. I'm an easy going person who loves going out and trying new things.

CapabilityBPO from.2020 -present

Real-time analyst 

• I work closely with operations to help monitor incoming volumes in ques, report daily attendance schedule adherence of agents in real-time, ensuring that we meet the Service level, code exceptions, we work mainly with excel and fill in trackers like leave quota, outage tracker etc. Real time coding is also done daily. We also communicate with client on different communication platforms. Flag on the necessary platforms if there are agents that are not adhering to their schedules, amend schedules, optimize breaks if there is less coverage. ensuring that we have the correct headcount. We also assist with Real-time monitoring, forecasting and staffing, leave approvals of agents, we plan schedules accordingly.

My most relevant education is matric completed in 2017 Newlands east secondary