Walk-in-Centre Supervisors (2 Vacancies)

Diploma in Call Centre / Customer Service or equivalent. Two to three years relevant
experience in a Senior Agent or Supervisory role within a Call Centre.

 

Knowledge:

● DoL and Compensation Fund objectives and business functions

●Customer Care Strategic goals
●Contact Centre goals and performance requirements

●Compensation Fund services

●Compensation Fund Value Chain and business processes

●Relevant Fund policies, procedures and processes

●Stakeholders and customers

●Customer Care (Batho Pele Principles)

●Fund Values

●Required IT knowledge

●IT Operating Systems

●Risk Awareness

●Contact Centre and Inbound operational workflow process activities

●Contact Centre quality assurance objectives

●Keep abreast of cutting edge Customer Care Systems.

 

Skills:

●Customer and Citizen service orientation (Batho Pele principles)

●Teamwork and collaboration

●Communication (verbal, written, listening and questioning )

●Quality and Excellence Orientation

●Self and Time Management

●Attention to detail

●Respect and concern for others

●Analytical thinking

●Planning and organising

●Problem solving and decision making

● Proactiveness and initiative

● Honesty, Integrity and Work Ethic

●Adaptation to change (resilience)

●Diversity management

● Coaching and mentoring

●Relationship building

●Diligence

●Emotional intelligence.

 

Duties:

●Implement effective customer driven quality workflow processes

● Oversee the quality resolution of queries

● Supervise Walk-in Centre Agents.

CLOSING DATE FOR APPLICATIONS: 09 December 2013
Applications must be submitted on form Z83, obtainable from any Public Service Department or on the internet at
www.gov.za/documents. The completed and signed form Z83 should be accompanied by a recently updated,
comprehensive CV as well as copies of all qualification(s) and ID-document [Driver’s license where applicable].
Non-RSA Citizens/Permanent Resident Permit Holders must attach a copy of their Permanent Residence Permits
to their applications. Should you be in possession of a foreign qualification, it must be accompanied by an
evaluation certificate from the South African Qualification Authority (SAQA). Applicants who do not comply with
the above-mentioned requirements, as well as applications received late, will not be considered. The Department
does not accept applications via fax or email. Failure to submit all the requested documents will result in the
application not being considered. Correspondence will be limited to short-listed candidates only. If you have not
been contacted within eight (8) weeks after the closing date of this advertisement, please accept that your
application was unsuccessful. Suitable candidates will be subjected to a personnel suitability check (criminal
record, citizenship, credit record checks, qualification verification and employment verification). Where applicable,
candidates will be subjected to a skills/knowledge test. Successful candidates will be appointed on a probation
period of 12 months. The Department reserves the right not to make any appointment(s) to the above post. The
successful candidate will be expected to sign a performance agreement. The Department of Labour is an equal
opportunity affirmative action employer. The employment decision shall be informed by the Employment Equity
Plan of the Department. It is the Department’s intention to promote equity (race, gender and disability) through the
filling of this post(s) with a candidate whose transfer / promotion / appointment will promote representativity in line
with the numerical targets as contained in our Employment Equity Plan.

Applications: Chief Director: Human Resources Management:
P O Box 955, Pretoria, 0001
For Attention: Sub-directorate: Human Resources Operations, Compensation Fund
Centre: Compensation Fund, Pretoria

Reference No: HR 5/1/2/3/85

Salary: Commencing: R212 106.00 per annum
All inclusive: R284 235.00 per annum

Enquiries: Ms MS Qhamakoane (012) 313 6359