Call Centre Manager (asd)

REF NO: 282
SALARY : R376 596 per annum (Level 09) (plus benefits)
CENTRE MANAGER (ASD) REF NO: 282 SALARY : R376 596 per annum (Level 09) (plus benefits) CENTRE : Communications, Head Office, Cape Town
CLOSING DATE : 23 September 2019

An appropriate National Diploma (NQF Level 6) or supervisory experience in Client services, Human Resources or in Financial Accounting environment in Public Service sector.
Knowledge and experience of Customer Interaction Centre (CIC) and IMS systems.
Knowledge: Thorough knowledge of human resource management, salary and finance policies and guidelines in Government.
Skills: Proficiency in at least two official languages of the Western Cape.
Computer Literacy.
Resolve conflict and related issues, provide and facilitate training, internal and external liaison, manage centre budget, analyses and reports on centre data, develop good practice, manage ICT requirements, manage relevant projects.

To provide and manage effective client services at WCED Call Centre for internal and external clients of WCED.
Knowledge and skills in human resource management, salary and finance issues.
client service management and leadership, data analysis.
Excellent communication (verbal and written).
coaching and mentoring.
office management.
Information technology including IT systems (Persal, CIC, IMS, Microsoft Office).
Monitor, Report and Facilitate all IT related matters.
Engage in ongoing trouble-shooting to anticipate system failures.
Evaluate system performance.
find proactive solutions to limit call centre downtime.
Contribute to ongoing systems development.
applicable legislation and policies.
conflict management.
client service centre organisation.
strategic planning.
budgeting and project management.
Lead and manage WCED 183 call centre staff.
assure quality client service.
provide client service as required.
workforce optimisation and scheduling of staff, manage the facility, training of staff on education department content and use of technology.

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