MALEBO THELMA MAANO

JOB PURPOSE

To lead a team of Contact Centre Consultants to deliver on operational requirements by managing performance and growing the team's capabilities.

JOB DESCRIPTION

• Manage and monitor the team to ensure operational efficiency and productivity.
• Ensure agreed Contact Centre standard are consistently met.
• Supervise the day-to-day operation of the Contact Centre.
• Consistently monitor staff levels and liaise with management regarding required adjustments.
• Identify customer needs and provide information for updates of both the FAQ and Knowledge base.
• Advise management of additional Products knowledge, motivational and training requirements for Consultants.
• Assist consultants with difficult to resolve issues and irate customers through guidance and taking escalated calls and emails.
• Analyze daily reports and effect improvement plans to alleviate non achievement of SLA's and targets.
• Work closely with the QA team in te coaching, mentoring and development of the Contact Centre Consultants.
• Provide performance feedback and coaching to each team member on a monthly basis.
• Actively participate in performance appraisals for Contact Centre Consultants.
• Consistently monitor systems and recommend changes/ updates to improve performance.
• Perform general administrative activities in support of the unit.
• Manage Contact Centre Consultants leave.
• Ensure the smooth flow of information and documents in the office.
• Ensure compliance with Departmental policies and procedures.

• To provide services to the community of the Gauteng Province in the 1011 centre.
• Enhanced call-handling efficiencies, resulting in reduced rates of call abandonment.
• Improved response times with accurate call assessment and clear communication to first responders.
• Assisted callers in emergency situations with appropriate information and support.
• Enhanced emergency response times by effectively prioritizing incoming calls and dispatching appropriate resources such as dog unit, narcotics, forensic experts.
• Having all the situation reports recorded in the Occurrence Book.
• Receiving feedback for all complaints given to patrol vehicles and capturing them onto the MDS system for statistical use.
• Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
• Maintained high levels of caller satisfaction, providing calm and clear instructions during stressful situations.
• Maintained up-to-date knowledge of local geography and jurisdiction boundaries to ensure accurate dispatching of emergency services personnel.
• Fostered supportive environment for new dispatchers, guiding them through complex calls with patience and expertise.
• Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Provided on-the-job training and coaching to develop new dispatchers.
• Relayed latest information to first responders via electronic means, telephone calls, and radio responses.

• Welcomed customers and helped determine their needs.
• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.

• Engaged with customers to encourage additional sales opportunities.
• Handled a significant volume of daily calls while ensuring professionalism and efficiency.
• Successfully expanded the company's clientele through focused cold calling efforts.
• Updated customer information and recorded it in online systems.