bongani maphalala

Throughout my career, I have contributed to impacting business outcomes through effective organization, prioritization, and execution of key projects. My skills and qualifications are an ideal match  WFM Analyst and will bring immediate value to the company.

Previously, in my Real Time Analyst/WFM scheduler role, I exercised a calculated and methodical approach to problem solving, familiar with workforce management products and contact centre monitoring applications. I am independently motivated, yet I appreciate team efforts and collaborate productively within groups. 

WFM (Scheduler) that was consistently responsible for call centreplanning (scheduling of required staff based on anticipated callvolumes and forecasting for an inbound call centre) scheduleaccordingly to achieve set service levels and operationaldevelopment where there were opportunities. Manage intradayevents and staff adherence on the schedule or daily plan to achieveservice levels have a positive impact in productivity.Throughoutmy career, I have contributed to impacting business outcomesthrough effective organization, prioritization, and execution of keyprojects.Previously, in my Real Time Analyst/WFM schedulerrole, I exercised a calculated and methodical approach to problemsolving, familiar with workforce management products and contactcentre monitoring applications. I am independently motivated, yet Iappreciate team efforts and collaborate productively within groups.

Education
Torque IT
certificate, Microsoft Excel 2016 Expert (XP-EXL16) · (June 2019 - July 2019)
Birnam Business College
Diploma, Business computing · (January 2000 - December 2000)
TVET( Molapo Technical College)Higher National Diploma, Human Resource Management · (January1998 - December 1998)