Assistant Director: Call Centre

About the job

REF NO: REFS/057121 Requirements: A minimum three-year National Diploma (NQF Level 6) in Public Administration/Business Administration Management. 3-5 years’ Supervisory experience in call Centre/Operations Management environment. Valid Driver’s License. Computer literacy. Knowledge: Effective communication, writing and reporting skills. Knowledge: Customer Management. Result/quality Management. Innovation/Continuous improvement. Problem Solving. Analytical. Negotiation. Decision Making. Communication. Initiative. Diversity awareness. Notes: Due to the large number of applications we envisage receiving, applications will not be acknowledged. If you do not receive any response within 3 months, please accept that your application was not successful. Find us Address 75 Fox Street, Mashalltown Johannesburg 2000 Email us Email e-recruitment@gauteng.gov.za Quick Links All Jobs About Us © Gauteng Provincial Government . Powered by Department of e-Government Duties: Manage the implementation of prescribed policies: Adhere to and promote legislative, departmental prescripts and the code of conduct for the public service. Monitor compliance with call Centre processes, procedures and internal controls of the entity, promote the application of Batho Pele Principles and customer service best practices, Develop and implement operational improvement initiative in response to identified service delivery gaps and operational requirements. Supervise and monitor daily call Centre operations: Allocate operational resources to support effective call Centre service delivery, monitor customer interactions and service delivery standards within the call Centre environment, Maintain working relationships with internal and external stakeholders. Coordinate call Centre reporting and administrative functions. Monitor customer query resolution and client support services: Monitor the resolution of customer queries and complaints within agreed turnaround times, provide guidance to clients on products, services and operational processes of the entity, track escalated queries and coordinating corrective actions where required, Analyze customer service trends and provide recommendations for continuous improvement. Coordinate vehicle allocation, Maintenance bookings and returns: Coordinate the issuing of short-term rentals to clients, coordinate the receiving and issuing of vehicles scheduled for maintenance and repairs booking, facilitate the handover process to asset management. Supervise Resource: Provide operational guidance and support to the component, Supervise and support staff in the execution of daily activities, monitor utilization of financial and operational resources within the unit, compile budgetary inputs and provide recommendations on operational resource requirements, facilitate staff development and promote continuous improvement within the component.

Enquiries

Ms. Precious Maimela (010) 345 1538

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