Contact Centre Supervisors – 5 Vacancies

SUPERVISOR: INBOUND CONTACT CENTRE 5 POSTS REF NO: HR 5/1/2/83
Re-Advertisement people who previously applied should apply again
SALARY : R212 106 per annum All Inclusive: R 284 235 per annum
CENTRE : Compensation Fund: Pretoria

REQUIREMENTS : Diploma in Call Centre and/or Customer Service or equivalent. Two to three
year’s relevant experience in Contact / Call Centre. 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 C Pillay, Tel: (012) 3136 314

APPLICATIONS : Chief Director: Human Resource Management, P O Box 955, Pretoria, 0001
FOR ATTENTION : Sub-directorate: Human Resource Operations, Compensation Fund

CLOSING DATE : 22 April 2014 at 16:00
NOTE : 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 recently certified 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. Successful candidates will be expected to sign a performance agreement.