CALL CENTRE MANAGER

REF NO: DOTP
2018-19
SALARY : R334 545 per annum (Level 9).
CENTRE : Department of the Premier, Western Cape GovernmentREQUIREMENTS : 3-year National Diploma in Human Resources or Public Management with a
minimum of 3 years’ relevant HR experience in a management environment;
Valid Code B drivers licence. Recommendations: B-Degree qualification;
Extensive experience in a HR and client services environment. Competencies:
Deciding and Initiating Action; Planning and Organising; Applying Expertise
and Technology; Delivering Results and Meeting Client Expectations; Relating
and Networking; Persuading and influencing; Presenting and communicating
information; Data Analyses; Writing and reporting; Personal attributes:
Outstanding communication and interpersonal skills; Excellent organizational
and leadership skills with a problem-solving ability.
DUTIES : Manage the HR Contact Centre enquiries at the Call Centre and Walk-In
Centre; Management and quality assurance of the HR Call Centre systems
and processes; Management of Contact Centre Analytics for business
improvement; Determine HR Trends and submit reports to senior
management using Contact Centre Data; Responsible for providing HR Call
Centre inputs into the operational and business plans of the Unit; Stakeholder
engagement; Performance management of the HR Call Centre staff; Conduct
effective resource planning to maximize the productivity of resources (people,
and technology); Evaluate the Contact Centre’s performance in key metrics
such as accuracy, contact – waiting time, quality assurance, etc.; Provide for
the continuous coaching and mentoring of Contact Centre Agents to ensure
high quality responses to client enquiries.
ENQUIRIES : Ms Helen Ward
APPLICATIONS : Only applications submitted online will be accepted. To apply submit your
application online only: www.westerncape.gov.za/jobs

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