Career Move – Breaking Boundaries

Thobile Tshabalala, a Call Centre Agent, is an embodiment of inspiration and living proof that anything is possible in life.

Thobile's adversities such as losing her mother at an early age and her educational struggles, motivated her to make something of herself. Thobile knew she was destined for great things, but it was the support from her colleagues at Council that re-ignited her life motto "the sky is the limit".

Although her matric results were not what she had hoped for, her determination led her to enrol in an upgrade programme, which she successfully completed in 2014 – the same year she became pregnant with her first child.

Thobile's life perspective changed after giving birth; she was now a mother and had to think like one. Armed with matric only, Thobile had limited choices on the job market. She previously worked at Servest cleaning company between 2016 and 2017.

Thobile first set foot at Council premises in 2018 as a standby cleaner for a colleague who was on maternity leave. It was during this period that she developed an interest in the call centre. She was eager to pursue a Call Centre certificate, but financial challenges stood in the way.

In February 2021, Thobile returned to Council, this time around as a permanent cleaner. It was during this period that she met Millicent Xaji, Professional Assistant to the National Secretary whom she credits for the motivation to further her studies.

Thanks to the Council Employee Bursary Scheme, Thobile was able to further her studies in 2022. She completed a higher certificate in Office Assistant at Boston College. In 2023, an opportunity arose when a Call Centre Agent position was advertised and Thobile was confident to submit her application.

"When I received an interview invitation, I was excited and nervous at the same time. I could not believe it."

She adds that at the end of her interview she had a strong feeling she had 'nailed' it. "The interview was on Monday and Human Resources said the successful candidate will be contacted by end of the week. I was anxious and having not received feedback by close of business that Friday, I consoled myself that maybe it was not yet my time," she recalls.

The week that followed, Thobile's life changed for the better upon receipt of the congratulatory email from Human Resources. She remembers like it was yesterday, "I was over the moon. I cried tears of joy."

Thobile says at Council and specifically at the call centre, every day is a learning experience. "My immediate goal is to be among the top Call Centre Agents. I am grateful to Council for the bursary to further my studies and to the Call Centre Manager, Linda Mathebula, for the opportunity and for believing in me," she says.

Thobile's unique and inspirational story is one of many at Council, where human and skills development is central and of utmost importance to the business of Council.