Ofentse - Talent Acquisition Manager

Demonstrated experience with High-Volume Recruitment.

Demonstrated experience with End-to-End Recruitment.

Demonstrated experience with Recruitment Analytics & Reporting.

Demonstrated experience with Talent Sourcing & Pipeline Management.

Demonstrated experience with Team Leadership & Development.

Led a recruitment team of one Team Leader and two Talent Acquisition Specialists, overseeing recruitment delivery across multiple hiring campaigns.. Managed high-volume, end-to-end recruitment from sourcing and screening through to interviews, selection, reference checks and onboarding, while keeping candidates informed throughout the process.. Oversaw more than 3,500 candidate telephonic screenings within a six-month period, averaging approximately 600 screenings per month.. Worked with senior leadership to understand workforce requirements, plan recruitment activity and prioritise hiring needs across the business.. Managed recruitment spend by deciding where and how long to advertise vacancies, negotiating supplier pricing and contracts, and motivating recommendations to senior leadership for approval.. Managed relationships with external partners including Pnet and universities, and used job boards, social media, referrals and direct sourcing to keep candidate pipelines active.. Tracked funnel conversion, source performance, cost per hire and hiring outcomes to understand recruitment performance and identify where changes were needed.. Adjusted screening and assessment processes when recruitment results, candidate quality or business requirements showed that changes were needed.

Managed approximately 70 contact centre agents across multiple campaigns, with responsibility for daily performance, monthly targets and team productivity.. Trained agents on campaign requirements, customer engagement, sales objectives and expected performance standards.. Tracked daily and monthly KPIs, coached agents who were below target and worked with the team to improve results.. Oversaw prospect engagement and qualification, ensuring agents generated suitable opportunities for the sales team.. Worked closely with Sales and Operations to keep campaign activity aligned with business targets and operational requirements.. Maintained quality assurance standards through regular monitoring, coaching and follow-up where performance or quality concerns were identified.

Supervised a client service team of approximately 12 consultants responsible for handling high volumes of inbound calls and emails.. Supported the team with client queries and personally handled complex complaints and escalations that needed senior intervention.. Acted as the escalation point for clients asking to speak to management and took ownership of cases that needed further investigation or resolution.. Handled complaints received through HelloPeter and worked with the relevant teams to resolve client concerns.. Worked with Logistics and external courier partners to resolve delivery queries and other service-related issues.. Monitored team performance and supported consultants in maintaining required service and quality standards.