In September 2009, Matome Motloutsi signed up for a contact centre team leader NQF Level 4 learnership with Bytes People Solutions.
The ambitious 20-year-old has since risen above the challenges presented by poverty and limited education, to complete his learnership and be offered a permanent position at one of the leading ICT outsourcing companies in the country.
“Matome is a true success story and a shining example of what can happen when young people apply themselves, demonstrate commitment and perseverance, and prove themselves to be responsible and accountable,” says Maryke Beukes, supervisor, learner recruitment and support, Bytes People Solutions.
Alwyn van der Linde, business unit executive, skills development, says: “Our programmes are aimed at making people employable. In his case, Matome has not only found full-time employment, but he has also earned the respect and admiration of those he has taught and worked with. This is a young man who is set to make a great impact on the world around him. He has made Bytes very proud.”
Bytes People Solutions offers six different technology learnerships in Johannesburg, Pretoria, Cape Town and Durban as part of the company's drive to help develop and improve the skills of the South African workforce. Each programme is held over 12 months and includes four months at a Bytes training centre followed by eight months' workplace training. Coaching and mentoring support is provided for learners throughout the year. Participants have to be between the age of 18 and 35.
After completing his theoretical training at Bytes People Solutions, Motloutsi was placed at Altech Autopage for three months. There, his role encompassed basic call centre activities such as answering inbound calls, assisting customers with queries, updating account statuses, and managing call length.
“On-the-job experience at a Bytes company, or with one of our clients, gives the learners a portfolio of evidence which is submitted to the ISETT SETA so that the learner can receive their NQF qualification,” says Beukes. “Learners are also taught other skills, such as communication, work readiness and life skills. This is critical as many people have no experience of the world of work.”
Next placement
Motloutsi's next placement was at an ICT outsourcing company, where he was sent to complete the workplace phase of his learnership. He acted as a service desk agent and offered first-line support. In addition, he logged calls for Sasol users, managing the active directory as well as setting up software and printers for these users. His contract, which ended in February 2010, was subsequently extended by the organisation and his roles and responsibilities expanded substantially as he took on the position of request co-ordinator and administrator. His contract expired once again six months later, but he was offered a permanent position this time.
“I maintained my role as request co-ordinator and administrator, but now specialise in printers,” says Motloutsi. “I co-ordinate service requests across multiple vendors within the Sasol customer environment, sequence multi-vendor related tickets, ensure request fulfilment with correct authorisation, and I have several other tasks too.”
He says he enjoys his job and has a relationship of trust with his managers. “I often get compliments on a job well done from the Sasol senior management,” he adds. “I strive for excellent customer service and I take pleasure from having the opportunity to exercise my skills and knowledge in this type of environment.”
Motloutsi says his achievements are the result of preparation, hard work, learning from mistakes, and being fully accountable for his role and responsibilities. “Attitude has been the foundation of my success, and I also have a vision and goals that drive me to maintain a high level of achievement.”
In the future, he aims to become a successful manager and leader who is able to help others reach new heights.
His advice to other learners is simple: efficiency and self-regulation are key, as are curiosity and perseverance. “If you knock at the gate long enough and loud enough, you are sure to wake somebody,” he adds.
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