Open to opportunities

Zoleka Hlatshwayo

@zolekahlatshwayo

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Experienced call centre team manager with a passion for excellence.

South Africa

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What I'm looking for

I am looking for a role that values collaboration, innovation, and continuous improvement.

I am an experienced call centre team manager with a strong background in Workforce Management, Project Administration, and Call Centre Leadership. My passion for optimizing processes and enhancing team performance drives my commitment to excellence. I thrive in dynamic environments and am excited about the opportunity to contribute to your organization's success while fostering a collaborative and motivated workplace culture.

In my recent role as Operations Supervisor at OneCart, I oversaw WFM teams responsible for forecasting, scheduling, and capacity planning. I led initiatives that resulted in a 10% cost savings and a 40% reduction in customer wait times. My ability to utilize data analytics to drive decision-making has consistently helped my teams exceed operational KPIs. I have a proven track record of streamlining processes and enhancing efficiency, which I believe will be invaluable to your organization.

With certifications in Project Management and Cybersecurity, along with extensive experience in call centre operations, I am well-equipped to tackle the challenges of modern business environments. I am eager to bring my skills and experience to a new team where I can continue to grow and make a significant impact.

Experience

Work history, roles, and key accomplishments

Project Administrator

Inkosi Inathi Building Projects cc

Feb 2018 - Mar 2020 (2 years 1 month)

Provided administrative and logistical support to ensure the smooth and efficient execution of projects. Facilitated communication between project team members, stakeholders, and contractors.

Communication Project Tracking Compliance

Call Centre Team Leader

SAPS

Nov 2007 - Dec 2017 (10 years 1 month)

Tracked key performance indicators (KPIs), analyzed data, and implemented strategies to improve efficiency, call handling time, and customer satisfaction. Developed and enforced call center policies, procedures, and quality assurance standards.

KPI Tracking Data Analysis Process Improvement Policy Development Quality Assurance Budget Management

Operations Supervisor (WFM)

OneCart

Jan 2023 - Present (2 years 8 months)

Oversaw Workforce Management (WFM) teams responsible for forecasting, scheduling, real-time adherence, and capacity planning. Utilized data analytics to drive decision-making and optimize resources, resulting in a 10% cost savings.

Workforce Management Forecasting Scheduling Data Analytics Process Improvement

Education

Degrees, certifications, and relevant coursework

Coursera

Certificate, Google Cybersecurity

2025 - 2025

Studied core cybersecurity principles, threat and vulnerability management, and risk management. Focused on communication and collaboration within cybersecurity contexts.

Coursera

Certificate, Hubspot CRM

2024 - 2024

Gained understanding of the interface, features, and functionalities of HubSpot CRM. Practiced structuring and organizing business data within HubSpot to scale with reporting needs. Optimized sales processes, tracking deals, and utilizing the sales pipeline features within HubSpot.

Coursera

Certificate, Project Management

2022 - 2023

Achieved high grades in business communication and technology. Gained proficiency in project methodologies like Agile, Scrum, and Waterfall, and project management software such as Jira, Trello, Asana, and Microsoft Project. Developed skills in risk management, budgeting, financial management, data analysis, and reporting.

Academy of York College

Diploma, Office Administration

2017 - 2017

Completed coursework in office management and administration. Developed skills in document preparation and data entry. Participated in group projects enhancing teamwork and leadership.