Contact Centre Supervisor x 5 Positions

INBOUND SUPERVISOR: CONTACT CENTRE 5 POSTS REF NO: HR 5/1/2/3/26
SALARY : R 227 802 per annum
CENTRE : Compensation Fund: Pretoria

REQUIREMENTS : Three year National Diploma in Customer Care / Communication / Public
Management or equivalent. Two to five years relevant experience in Contact Centre
environment. Knowledge: DoL and Compensation Fund objectives and business
functions, Customer Care Strategy, 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.
Skills: Required Technical Proficiency i.e. Customer Service supervisory ,
continuous process improvement; quality assurance systems application; monitoring
Plasma TV; and benchmarking best practices, Performance Management ,Written
and verbal business writing skills, Meeting planning; organisation and facilitation
,Required IT , Fund IT Operating Systems ,Data and records management
,Telephone skills and etiquette , Policy development, Report writing

DUTIES : Implement effective customer driven quality workflow processes. Escalate enquiries
to the Back Office and the Outbound Supervisor .Provide quality checks on incoming
calls .Utilise resources efficiently .Supervise Inbound Agents.

ENQUIRIES : Ms N Molefe, Tel: (012) 319 9163

APPLICATIONS : Chief Director: Human Resources Management: P O Box 955, Pretoria, 0001 or
hand delver at 473 Stanza Bopape Street (Church Street), Benstra Building, Arcadia.
FOR ATTENTION : Sub-directorate: Human Resource Operations, Compensation Fund