Shaking up the North
Shaking up the North

Shaking up the North

Haufiku is a call centre supervisor for MultiChoice Namibia based at Ongwediva.
Ester Kamati
Michelline Nawatises



Simon Haufiku is conquering the northern part of the Land of the Brave. He obtained a national certificate as a boilermaker at the Windhoek Vocational Training Centre (WVTC) and then obtained a Higher Certificate in Management (Logistics Management) from Southern Business School.

Currently, he is busy with his Bachelor of Business Administration (Disaster Risk Reduction) degree.

“I started working at MultiChoice Namibia as a customer service representative,” he says. He became a trainer and after five years, he moved on to his current position as a call centre supervisor.

His job is about preparing call centre representatives for responding to customer queries and troubleshooting problems with services or products. He ensures agents understand and comply with all call centre objectives, performance standards, and policies.

“I answer agent questions regarding best practices or difficult calls, identify operational issues and suggest possible improvements. I am also responsible for monitoring and evaluating agent performance, providing coaching opportunities, and taking corrective action, if necessary,” he says.

There is a lot that goes into preparing reports and analysing data to assist management as they determine call centre goals. Every day, Haufiku works with other supervisors and management to support agents and maximise customer satisfaction.

His biggest challenge is making the career transition from trainer to call centre supervisor. “I had to learn the art of coaching which was a bit challenging,” he says.

His biggest accomplishment was being seconded to the MultiChoice Africa training team where he played a role in the rollout of the new business system into various African markets.

As a part of this team, Haufiku trained other trainers from other countries and provided support in-country before going live. In addition to this, he was directly involved in user acceptance testing for the new business system for Namibia.

His day consists of having to confirm all systems are a go at the office as well as having morning briefings (Microsoft Teams meetings) on various issues that may have impacted the team during the previous shift or that might impact them.

He then gets updated from different departments on any new campaigns/promotions or comms that need to be sent out to customers which may affect the call centre. “I always monitor our call centre queues, agent performance and all other statistics throughout the shift to ensure we maintain our service level,” he says.

Haufiku loves a challenge or anything that forces him to rethink things and adopt. “I am inspired by my mother as she is a true testament that you can do whatever you set your mind to,” he says.

The advice he would give to young people is to run your race as it will never be too late for you to do what you want to do.

The best phase in his life was attending WVTC as he learned so much about himself. If he had an opportunity to change something in the world, he would see to it that everyone should have their basic needs met.

“I believe this will stop most crimes and deaths taking place in the world today,” he concludes.

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Republikein 2024-03-28

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Katima Mulilo: 19° | 37° Rundu: 17° | 33° Eenhana: 18° | 33° Oshakati: 20° | 31° Ruacana: 19° | 33° Tsumeb: 17° | 29° Otjiwarongo: 16° | 28° Omaruru: 18° | 31° Windhoek: 17° | 28° Gobabis: 17° | 28° Henties Bay: 16° | 19° Wind speed: 24km/h, Wind direction: S, Low tide: 10:54, High tide: 04:57, Low Tide: 22:58, High tide: 17:16 Swakopmund: 15° | 17° Wind speed: 29km/h, Wind direction: SW, Low tide: 10:52, High tide: 04:55, Low Tide: 22:56, High tide: 17:14 Walvis Bay: 16° | 22° Wind speed: 33km/h, Wind direction: SW, Low tide: 10:52, High tide: 04:54, Low Tide: 22:56, High tide: 17:13 Rehoboth: 18° | 29° Mariental: 22° | 32° Keetmanshoop: 21° | 34° Aranos: 21° | 31° Lüderitz: 15° | 29° Ariamsvlei: 23° | 34° Oranjemund: 15° | 21° Luanda: 27° | 30° Gaborone: 20° | 32° Lubumbashi: 17° | 24° Mbabane: 15° | 23° Maseru: 12° | 28° Antananarivo: 16° | 27° Lilongwe: 17° | 29° Maputo: 20° | 28° Windhoek: 17° | 28° Cape Town: 17° | 23° Durban: 21° | 25° Johannesburg: 18° | 28° Dar es Salaam: 26° | 32° Lusaka: 18° | 30° Harare: 15° | 31° Currency: GBP to NAD 23.91 | EUR to NAD 20.47 | CNY to NAD 2.62 | USD to NAD 18.97 | DZD to NAD 0.14 | AOA to NAD 0.02 | BWP to NAD 1.33 | EGP to NAD 0.39 | KES to NAD 0.14 | NGN to NAD 0.01 | ZMW to NAD 0.74 | ZWL to NAD 0.04 | BRL to NAD 3.8 | RUB to NAD 0.2 | INR to NAD 0.23 | USD to DZD 134.28 | USD to AOA 832.63 | USD to BWP 13.71 | USD to EGP 47.35 | USD to KES 130.98 | USD to NGN 1415.13 | USD to ZAR 18.97 | USD to ZMW 24.77 | USD to ZWL 321 | Stock Exchange: JSE All Share Index 73909.5 Up +0.41% | Namibian Stock Exchange (NSX) Overall Index 1516.02 Down -0.13% | Casablanca Stock Exchange (CSE) MASI 12981.98 Up +0.34% | Egyptian Exchange (EGX) 30 Index 28224.37 Down -2.87% | Botswana Stock Exchange (BSE) DCI Same 0 | NSX: MTC 7.75 SAME | Anirep 8.99 SAME | Capricorn Investment group 17.34 SAME | FirstRand Namibia Ltd 49 DOWN 0.50% | Letshego Holdings (Namibia) Ltd 4.1 UP 2.50% | Namibia Asset Management Ltd 0.7 SAME | Namibia Breweries Ltd 31.49 UP 0.03% | Nictus Holdings - Nam 2.22 SAME | Oryx Properties Ltd 12.1 UP 1.70% | Paratus Namibia Holdings 11.99 SAME | SBN Holdings 8.45 SAME | Trustco Group Holdings Ltd 0.48 SAME | B2Gold Corporation 47.34 DOWN 1.50% | Local Index closed 677.62 UP 0.12% | Overall Index closed 1534.6 DOWN 0.05% | Osino Resources Corp 19.47 DOWN 2.41% | Commodities: Gold US$ 2 213.78/OZ UP +1.05% | Copper US$ 3.99/lb UP +0.03% | Zinc US$ 2 454.10/T DOWN -0.1% | Brent Crude Oil US$ 87.13/BBP UP +0.86% | Platinum US$ 908.83/OZ UP +1.56% Sport results: Weather: Katima Mulilo: 19° | 37° Rundu: 17° | 33° Eenhana: 18° | 33° Oshakati: 20° | 31° Ruacana: 19° | 33° Tsumeb: 17° | 29° Otjiwarongo: 16° | 28° Omaruru: 18° | 31° Windhoek: 17° | 28° Gobabis: 17° | 28° Henties Bay: 16° | 19° Wind speed: 24km/h, Wind direction: S, Low tide: 10:54, High tide: 04:57, Low Tide: 22:58, High tide: 17:16 Swakopmund: 15° | 17° Wind speed: 29km/h, Wind direction: SW, Low tide: 10:52, High tide: 04:55, Low Tide: 22:56, High tide: 17:14 Walvis Bay: 16° | 22° Wind speed: 33km/h, Wind direction: SW, Low tide: 10:52, High tide: 04:54, Low Tide: 22:56, High tide: 17:13 Rehoboth: 18° | 29° Mariental: 22° | 32° Keetmanshoop: 21° | 34° Aranos: 21° | 31° Lüderitz: 15° | 29° Ariamsvlei: 23° | 34° Oranjemund: 15° | 21° Luanda: 27° | 30° Gaborone: 20° | 32° Lubumbashi: 17° | 24° Mbabane: 15° | 23° Maseru: 12° | 28° Antananarivo: 16° | 27° Lilongwe: 17° | 29° Maputo: 20° | 28° Windhoek: 17° | 28° Cape Town: 17° | 23° Durban: 21° | 25° Johannesburg: 18° | 28° Dar es Salaam: 26° | 32° Lusaka: 18° | 30° Harare: 15° | 31° Economic Indicators: Currency: GBP to NAD 23.91 | EUR to NAD 20.47 | CNY to NAD 2.62 | USD to NAD 18.97 | DZD to NAD 0.14 | AOA to NAD 0.02 | BWP to NAD 1.33 | EGP to NAD 0.39 | KES to NAD 0.14 | NGN to NAD 0.01 | ZMW to NAD 0.74 | ZWL to NAD 0.04 | BRL to NAD 3.8 | RUB to NAD 0.2 | INR to NAD 0.23 | USD to DZD 134.28 | USD to AOA 832.63 | USD to BWP 13.71 | USD to EGP 47.35 | USD to KES 130.98 | USD to NGN 1415.13 | USD to ZAR 18.97 | USD to ZMW 24.77 | USD to ZWL 321 | Stock Exchange: JSE All Share Index 73909.5 Up +0.41% | Namibian Stock Exchange (NSX) Overall Index 1516.02 Down -0.13% | Casablanca Stock Exchange (CSE) MASI 12981.98 Up +0.34% | Egyptian Exchange (EGX) 30 Index 28224.37 Down -2.87% | Botswana Stock Exchange (BSE) DCI Same 0 | NSX: MTC 7.75 SAME | Anirep 8.99 SAME | Capricorn Investment group 17.34 SAME | FirstRand Namibia Ltd 49 DOWN 0.50% | Letshego Holdings (Namibia) Ltd 4.1 UP 2.50% | Namibia Asset Management Ltd 0.7 SAME | Namibia Breweries Ltd 31.49 UP 0.03% | Nictus Holdings - Nam 2.22 SAME | Oryx Properties Ltd 12.1 UP 1.70% | Paratus Namibia Holdings 11.99 SAME | SBN Holdings 8.45 SAME | Trustco Group Holdings Ltd 0.48 SAME | B2Gold Corporation 47.34 DOWN 1.50% | Local Index closed 677.62 UP 0.12% | Overall Index closed 1534.6 DOWN 0.05% | Osino Resources Corp 19.47 DOWN 2.41% | Commodities: Gold US$ 2 213.78/OZ UP +1.05% | Copper US$ 3.99/lb UP +0.03% | Zinc US$ 2 454.10/T DOWN -0.1% | Brent Crude Oil US$ 87.13/BBP UP +0.86% | Platinum US$ 908.83/OZ UP +1.56%