James Maluleke
Overview
26
26
years of professional experience
Work History
Team Leader Contact Centre
Government Printing Works
01.2010 - Current
- Responsible for processing quotation and making sure that are done within the turn-around time and answering calls. Ensure the team provide the best customer service possible all the time.
- Handling the most complex customer complaints or enquiries
- Talking to customers to determine satisfaction of service levels
- Be always friendly and respectful to clients.
- Attend to queries of all GPW clients on time.
- Make sure the environment is conducive for everyone who intends to do business with GPW.
- Management of and resolve customer complaints by clarifying and determining the cause of the problem
- Selecting and explaining the best solution to solve the problem, expediting correction or adjustment
- Ensure that all agents understand how quotations are created and provide standard training.
- Ensuring the correct usage of the quotation format (PDF) instead of Excel format
- Verify the status of the account for GPW account holder’s clients with Debtors section and communicated the findings to contact center agents.
- Processing of refund application and provide feedback to customers
- Identify and reporting of IT snags
- Continuous communication with customers regarding non-commitments of GPW business rules.
- Daily communication with the Contact Centre Agents and the Supervisor of any changes to the daily operations of the contact center.
- Setting performance targets and achieving thereof
- Attend to walk in customers and assigning them to idle contact Centre agents.
- Keeping records of walk-in customers, for the purpose of customer satisfaction survey.
- Managing the daily running of the eGazette contact centre
- Receiving the performance of staff identifying training needs and planning training sessions and recognition of good performance.
- Organizing, staffing, including shift patterns (if required) and the number of staff required to meet demand
- Ensure proper leave control
- Maintain discipline among employees
- Manage and control the performance of employees
- Encourage alternatives and monitor absenteeism.
- Ensure that work is done in accordance with set due date.
- Ensure adherence to policies and procedures of GPW
- Monitoring of subordinates and planning routing work in contact centre
- Provide guidance and continuous motivation of Contact Centre Agents.
- Ensuring Contact Centre Agents are assessed quarterly and timeously.
- Ensure that all activities of the Contact Centre get reported to the Assistant Director.
- Stats on calls, cases quotations walk in clients’ queries should be reported
- Meetings, feedback and implementation were necessary
- Reports on challenges or potential risks should be reported as and when necessary
Call Centre Team Manager
Edcon Financial Services
01.2006 - 01.2010
- Responsible for ensuring that the team achieve their daily, weekly targets, monthly and service level of 80/20 service level is achieved.
- Coaching of call Centre agents.
- Listing to calls for quality purpose.
- Conduct Monthly performance reviews.
- Action plan for bottom performers.
- Floor duties on rotational basis with other supervisors.
- Send end of day report.
- Consolidate the report about daily activity especially on weekend and send it to senior management.
- Closely monitor absenteeism, late coming and act for non-compliance.
- Motivate the team to exceed their expected targets
- Ensuring that the team follows the procedure and rules for processing
Call Centre Agent
Edcon Financial Services
01.2000 - 01.2006
- Responsible for processing customers’ applications for credit telephonically and through the forms faxed through by the stores such as Edgars, Jet, cna, etc.
- Attend to incoming calls.
- Answered within 2-3 rings and resolved it within the acceptable talk time.
- Achieve daily target of 45 express calls and processing of 25 forms.
- Achieve a quality of 95-100 percent.
- Do employment confirmation.
Education
Advanced Diploma - Contact Centre Management
Tshwane University of Technology
01-2022
Call Centre Operator
Boston College
01-2018
Diploma - Public Administration
University of Venda
01-1995
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PB Star School
01-1991
Skills
Client orientation and customer focus
Knowledge management
Problem solving and analysis
Business Report writing
Presentation skills
Decision making skills
Computer literacy
Timeline
Team Leader Contact Centre
Government Printing Works
01.2010 - Current
Call Centre Team Manager
Edcon Financial Services
01.2006 - 01.2010
Call Centre Agent
Edcon Financial Services
01.2000 - 01.2006
Call Centre Operator
Boston College
Diploma - Public Administration
University of Venda
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PB Star School
Advanced Diploma - Contact Centre Management
Tshwane University of Technology