Call Centre Manager Job at City of Ekurhuleni

Location: City of Ekurhuleni
Remuneration: R 671,064 to R 920,592 – Basic salary per annum (plus benefits)
Assignment Type: Permanent
Closing Date : 2025-11-03
Department : Service Delivery Coordination Department (2024)

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

Enquiries: Tel: 0860 54 3000

Candidates may be requested to submit proof of the NQF level applicable to the qualifications they have obtained.

Should candidates not be informed of the outcome of the application within six weeks of the closing date, it should be regarded as having been unsuccessful. The City of Ekurhuleni subscribes to the principles of the Employment Equity Act and reserves the right to appoint, not appoint or to appoint laterally.

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