Manager: Call Centre needed at City of Ekurhuleni

Minimum Requirements:

• A Business Degree or relevant equivalent NQF Level 7 qualification
• 3 – 5 years’ experience in a similar environment
• Firm understanding of business processes and value stream mapping.
• Strategic Analysis, strategic business solution modelling.
• Skills and competency mapping.
• Call Centre Process re-definition and re-engineering.
• Work force management.
• Root cause analysis of SLA and SDR
• Provide strong performance management on teams

Core Responsibilities:

• Manage and monitor customer services across all services in the non-life threatening Call Centre to ensure that these services are consistently applied to the highest standards possible and in line with the Service Level Standards for the CoE
• Implement strategic capability and leadership to manage a functional unit within a division that is accountable for the delivery of set objectives within specified time frames and costs
• Implement operational processes to deal effectively with all levels external enterprises, with a strong emphasis on key account business executive management
• Maintain governance and risk to ensure that no incidents of non-compliance result and risks are appropriately mitigated
• Manage and implement financial processes to ensure the effective use of finances and curtail costs in the Department
• Customer service orientation to build a strong understanding of existing and potential customer needs and requirements and ensure effective operations management and service delivery in the Department ensuring compliance with the Batho Pele principles