Amanda Malinga
Summary
Results-driven Team Leader with expertise in strategic planning, performance management, and change leadership in customer service environments. Skilled in coaching and talent development, fostering accountability and continuous improvement. Strong analytical and organizational skills enhance efficiency and support sustainable growth.
Overview
9
9
years of professional experience
Work History
Team Leader
Outworx
uMhlanga
05.2026 - Current
- Overseeing team performance and productivity
- Managing resources and capacity planning
- Coordinated with quality assurance and workforce management departments to strengthen cross-functional collaboration.
- Analyzed metrics and reported on performance to identify areas for improvement.
- Ensuring compliance and adherence to policies
- Assisted Operations Manager with daily operations to ensure smooth workflow.
Team leader (Sales and Retentions)
Concentrix
uMhlanga
10.2024 - 04.2026
- Led high-performing team as Acting Deputy Operations Manager, achieving operational goals.
- Coached and developed agents, facilitating progression to roles such as Subject Matter Expert (SME)..
- Coached and developed agents, helping them level up to roles like Subject Matter Expert (SME).
- Strategic Planning: Set clear goals, aligned team objectives with business outcomes, and drove process improvements.
- Communication: Partnered with support teams like QA and WFM, ensuring alignment and delivering results that met client expectations.
- Sales & Retention Leader: Top performing leader driving sales growth and retention - won an award for outstanding performance.
Team leader (Customer service)
CCI
uMhlanga
08.2017 - 09.2024
- Coordinated cross-functional communication to enhance customer satisfaction through timely issue resolution.
- Directed daily team operations to optimize workflow efficiency and maintain consistent achievement of project deadlines.
- Coordinated cross-functional communication to resolve customer issues promptly, enhancing customer satisfaction.
- Prioritized resource allocation to improve team productivity and optimize operational costs.
- Aligned team objectives with organizational strategy to support continuous performance improvement.
- Implemented process improvements that increased predictability and streamlined task execution.
- Implemented process improvements that streamlined task execution and enhanced predictability in workflow.
Education
Team Lead NVQ Level 4 -
CCI Call Centre Empowerment
Matric -
Gcwalulwazi High School
Skills
- Coaching Styles:
- Training and Development:
- Organizational skills:
- Analytical thinking:
- Sales expect:
- Retentions :
Personal Information
Title: Team Leader
Timeline
Team Leader
Outworx
05.2026 - Current
Team leader (Sales and Retentions)
Concentrix
10.2024 - 04.2026
Team leader (Customer service)
CCI
08.2017 - 09.2024
Team Lead NVQ Level 4 -
CCI Call Centre Empowerment
Matric -
Gcwalulwazi High School