Job Description

Business unit, Department, ReportingBusiness Unit Operate
Department Managed Services: PaaS & SaaS
Job grade/level S6Core DescriptionEnsure the smooth and efficient operation of the Applications team, including associated applications as defined from time to time, while focusing on delivering high-quality customer service and driving continuous improvement. Coordinate tasks, manage workloads and serve as point of contact for team related concerns.Key Deliverables / Primary Functions

• Lead and manage a team of customer service representatives and/or Technicians. This involves hiring, training, coaching, and motivating staff to ensure they meet performance targets and provide excellent customer service.
• Monitor and evaluate the performance of individual Agents and the overall team. This includes setting performance metrics (such as call resolution times, customer satisfaction scores, and response times) and implementing strategies to improve performance where necessary.
• Manage the allocation of resources, including staffing levels, scheduling, and workload distribution, to ensure adequate coverage during peak call times and efficient use of resources.
• Develop and implementing strategies to improve the efficiency and effectiveness of the call centre.
• Generate reports and analyzing data related to call centre performance, including call volume, response times, customer satisfaction scores, and other key metrics.
• Ensure that the call centre operates in compliance with relevant regulations and company policies. This includes maintaining security and confidentiality of customer information, adhering to industry standards, and mitigating risks related to fraud, data breaches, and other potential threats.

Core Functional Skills & CapabilitiesProblem solvingCommunicationPlanningCustomer OrientationCustomer Needs AnalysisCore Behavioural CompetenciesJob MatchLeading and supervisingAnalysingApplying expertise & TechnologyPlanning & OrganisingWriting and ReportingMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Call CentreOR NQF 4: Grade 12Additional Education -Preferred /AdvantageExperience

• 5 years' experience in Call Centre of which 2 years in Management/Team Leader level in ITC/Telecoms environment

OR

• 7 years' experience in Call Centre of which 2 years in Management/Team Leader level in ITC/Telecoms environment

CertificationsProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpecial Requirements / Employment ConditionWorkplace / Physical RequirementsFull-time Office Based position.Billable

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