Posted on :
24 Nov, 2015
24 Nov, 2015
CASE RESOLUTION OFFICER (CONTACT CENTRE TEAM LEADER) 5 POSTS REF NO: HRMC 99/15/5 Chief Directorate: Channel Management SALARY : R243 747 per annum (Level 8). In addition, a range of competitive benefits are offered.
CENTRE : Head Office, Pretoria
REQUIREMENTS : Representivity: Diversity is promoted. Persons with Disabilities and Female candidates will receive preference. A relevant three year Degree/ Diploma in Public Administration or Management, Business Management, Marketing or Call Centre related qualifications with 2 years’ work experience in a Call Centre/ Customer Service Management.
Matric qualification with 3 years’ work experience in a Call Centre/ Customer Service centre environment. Intermediate knowledge of Ms Excel, Word, Power-point and Outlook. Ability to work with and lead a team. Ability to manage client’s expectations. Ability to maintain service standards. Ability to consistently deliver quality service on a variety of calls. Manage pressure in peak periods.
Basic report writing skills. Able to handle and manage team escalations. Ability to analyse and process data. Problem solving. Ability to prioritise and control team’s workload. Excellent communication skills (both verbal and written) •Good interpersonal skills. Knowledge of Civic Services and/or Immigration Services policy and procedures will be an added advantage.
DUTIES : The successful candidate will be responsible for, amongst others, the following specific tasks: Ensure agreed Contact Centre standards are consistently met. Supervise the day-to-day operations of the Contact Centre.
Consistently monitor staff levels and liaise with management regarding required adjustments. Identifying customer needs and update the FAQ and information/ knowledge base on a regular basis. Assist consultants with escalated cases. Actively participate in performance appraisals for Contact Centre staff. Consistently monitor systems and recommend changes/ updates to improve them.
Work closely with the QA team in the coaching, mentoring and development of Contact Centre staff. Propose training interventions and strategies to management. Develop motivational plans for staff.
ENQUIRIES : Ms S Mashile, Tel No: (012) 300-8602