Contact Centre Team Leader

Requirements

An undergraduate qualification in Public Management and Administration, Social Science, Contact Centre or related field of study at NQF level 6 as recognized by SAQA. 2 Years’ experience at Supervisory level is required. Extensive experience in Customer Service Management. Knowledge of the Constitution of the Republic of South Africa. Knowledge and understanding of all relevant public service and Departmental Legislative Frameworks, as well as Government Structures. Knowledge of and understanding of the Departmental Standard Operating Procedures. Knowledge and understanding of the Public Information Management Acts (PAIA and POPIA). Knowledge and understanding of the Batho Pele Principles and Public Service Regulatory Framework. A valid drivers’ license. Shift work is required. Required skills and 58 competencies: Leadership skills. Problem Solving skills. Client orientation and customer focus. Planning and Organizing. Strong Analytical skills. Written and verbal communication. Administrative skills. Results and achievement driven. Multitasking. Time Management. Report writing skills. Interpersonal relations. Conflict resolution. Coaching. Computer literacy. Patriotism, Honesty and Integrity.

Key Responsibilities

The successful candidate will be responsible for, amongst others, the following specific tasks: Manage and monitor the team to ensure operational efficiency. Ensure agreed contact centre standards are consistently met. Supervise day to day operations of the contact centre. Consistently monitor staff levels and liaise with management regarding required adjustment. Identify customer needs and provide information for updates of both the frequently asked questions and knowledge base. Advise management of product knowledge gaps. Assist consultants with complex queries and irate client by providing guidance and information. Handling escalated queries and complaints from employees. Escalate complex queries to Tier 2 Case Resolutions officers. Compile teams Management Information System reports and identify gaps. Analyse daily reports and effect improvement plans to alleviate non- achievements of SLA and targets. Evaluate contacts / interactions and cases logged for quality assurance purposes, identify gaps and conduct coaching, mentoring and development of the contact centre consultants. Monitor operational systems and recommend changes / update to improve performance. Implement policies and procedures in line with the approved Framework. Ensure effective and efficient management of human, physical and financial resources within the Unit.

How to Apply

Enquiries