Loyiso Kholobile

I would like to communicate my sincere interest in the Real Time Analyst posting with your institution that I found on Microsoft’s Linked-In. I believe that this company would be a better fit for my career development and to apply all the knowledge that I have accumulated over the years.
I am particularly interested in working with the company in Workforce Management because I currently lead a team of 8 Real Time Analyst who handle the Sub-Saharan Africa geography for my current employer. I have also noticed in my current role that the company is also in Sub-Saharan Africa as well and hopefully in future I assist to grow the company in that region.

My keen leadership and workforce management skills are well demonstrated in my over 10 years of working in leadership, developmental and analysis roles. I work in a leadership role at the moment, which requires me to supervise, coach and develop and lead my team of Real Time Administrators, who look after all of Sub-Saharan Africa.

I have acquired an understanding of data analysing, real time monitoring, workforce management and leadership, as well as how to meet and exceed goals set by the companies I have had the pleasure of working for.

I believe that I am prepared to handle any exciting challenges this position presents and I hope that you afford me the opportunity to further discuss all that I have learned over time and my expertise, along with qualifications, in an interview with your organization.

Team LeadTeam Lead
iSON Xperiences
Aug 2023 - Present
Leading a Team of 8 Global RTAs
Payroll queries
Ensuring KPIs are met regularly

Workforce Management Analyst
Debt-IN -

Nov 2021 - Mar 2023 · 1 yr 5 mosNov 2021 - Mar 2023 · 1 yr 5 mos
Cape Town, Western Cape, South Africa · On-siteCape Town, Western Cape, South Africa · On-site
Role Description:
- Scheduling and optimization.
- Reporting.
- Intra-day Call Volumes Monitoring. 
- Workforce Management.
- Stand-In Team Leader Duties.
- Administration.
- Real Time Analysis.Role Description: - Scheduling and optimization. - Reporting. - Intra-day Call Volumes Monitoring. - Workforce Management. - Stand-In Team Leader Duties. - Administration. - Real Time Analysis.
Merchants logo
MerchantsMerchants
Full-time · 5 yrs 9 mosFull-time · 5 yrs 9 mos
On-siteOn-site
Operations Team LeaderOperations Team Leader
Dec 2020 - Oct 2021 · 11 mosDec 2020 - Oct 2021 · 11 mos
Cape Town, Western Cape, South AfricaCape Town, Western Cape, South Africa
 Team Leader for the Pick n Pay campaign retail campaign. 
 Leading a team of 18 agents. 
 I did performance reviews, ensuring payroll and 
operational processes were adhered to, weekly and ultimately monthly.
 My team’s quality was at over 95% consistently.
 Both my Unplanned absence & attrition were less than 5%. Team Leader for the Pick n Pay campaign retail campaign.  Leading a team of 18 agents.  I did performance reviews, ensuring payroll and operational processes were adhered to, weekly and ultimately monthly.  My team’s quality was at over 95% consistently.  Both my Unplanned absence & attrition were less than 5%.
Workforce Management AnalystWorkforce Management Analyst
Feb 2016 - Dec 2020 · 4 yrs 11 mosFeb 2016 - Dec 2020 · 4 yrs 11 mos
Johannesburg Metropolitan AreaJohannesburg Metropolitan Area
Role Description:
- Scheduling and optimization.
- Reporting.
- Intra-day Call Volumes Monitoring. 
- Workforce Management.
- Stand-In Team Leader Duties.
- Administration.
- Real Time Analysis.Role Description: - Scheduling and optimization. - Reporting. - Intra-day Call Volumes Monitoring. - Workforce Management. - Stand-In Team Leader Duties. - Administration. - Real Time Analysis.
Teleperformance logo
Workforce Management AnalystWorkforce Management Analyst
Teleperformance · Full-timeTeleperformance · Full-time
Jun 2011 - Feb 2016 · 4 yrs 9 mosJun 2011 - Feb 2016 · 4 yrs 9 mos
Cape Town, Western Cape, South Africa · On-siteCape Town, Western Cape, South Africa · On-site
Role Description:
- Scheduling and optimization.
- Reporting.
- Intra-day Call Volumes Monitoring. 
- Workforce Management.
- Stand-In Team Leader Duties.
- Administration.
- Real Time Analysis.Role Description: - Scheduling and optimization. - Reporting. - Intra-day Call Volumes Monitoring. - Workforce Management. - Stand-In Team Leader Duties. - Administration. - Real Time Analysis.
Vodacom logo
Customer Service CoachCustomer Service Coach
Vodacom · Full-timeVodacom · Full-time
Jun 2010 - Apr 2011 · 11 mosJun 2010 - Apr 2011 · 11 mos
Cape Town, Western Cape, South Africa · On-siteCape Town, Western Cape, South Africa · On-site
Role Description
- Performance coaching of new hires.
- Stand-in Team Leader duties. 
- Customer care consultant. 
- Technical assistance.Role Description - Performance coaching of new hires. - Stand-in Team Leader duties. - Customer care consultant. - Technical assistance.
TeleTech logo
Senior Customer Service AdvisorSenior Customer Service Advisor
TeleTech · Full-timeTeleTech · Full-time
Apr 2009 - Jul 2010 · 1 yr 4 mosApr 2009 - Jul 2010 · 1 yr 4 mos
Cape Town, Western Cape, South Africa · On-siteCape Town, Western Cape, South Africa · On-site
- Customer Service & Technical assistance for an American Telecommunications company, T-Mobile- Customer Service & Technical assistance for an American Telecommunications company, T-Mobile
Unilever logo
Field Marketing ManagerField Marketing Manager
Unilever · Full-timeUnilever · Full-time
Aug 2006 - Mar 2009 · 2 yrs 8 mosAug 2006 - Mar 2009 · 2 yrs 8 mos
Cape Town, Western Cape, South Africa · RemoteCape Town, Western Cape, South Africa · Remote
Role Description
- Ordering of retail stock. 
- Team Leader.
- Monitoring retail sales.
- Putting up Point of Sales in retail stores.
- Reporting.
- Merchandizing. 
- Maintaining correct market share in all retail stores

Matric

Computer Certificate