Philile Nontobeko Mathetha

·      To develop, monitor and analyse the agents KPI’s ensuring that they meet their required targets

·      Set performance goals and also provide options on how to meet those goals

·      Hold up skill sessions with team members

·      Create scripts and help with call flows especially with grade bay.

·      Meet on a weekly basic with the agents to give feedback and also set the job expectations

·      Identify and develop incentives to motivate and encourage the agents to perform at their best capacity.

·      Listen to  calls to identify opportunities where the agent needs more focus in order to grow and be the best.

·      Assist with training and development with the team members on the floor. Eg. Completion of E-learns, soft skills and phone etiquette sessions

·      Create learning materials to assist the team members understand the product and how to deliver information to customers.

6 years in the Call Centre Industry. I have worked in outbound Sales and international customer services, both UK and USA.

1 year Outbound Sales at Ignition Group 

2 years Customer Service Agent @ Outworx

3 years Performance Coach currently at CCI

Completed my Matric in Durban Academy the year 2009.