CALL CENTRE SUPERVISOR

Reference Number:CCS/CRM
Position:Call Centre Supervisor (Permanent post with 6 months' probation period)

Department:  Customer Relations Management
Division:Call Centre
Salary:R195 192 - R253 368 per annum (plus benefits)

Minimum Requirements:

• Grade 12 or NQF Level 4 equivalent qualification
• National Call Centre Management Certificate (1 year or longer from a recognized Institute)
• Clean criminal record
• Computer literacy and the ability to type 30 wpm
• 2 Year (in the aggregate) supervisory experience in call centre environment dealing with customers; or 2 year customer services management / supervisory experience;  or a minimum of 5 years continuous call centre experience (as an Agent)

Recommended Requirements:

• Degree in Call Centre Management will be an added advantage

Core Responsibilities:

• Operational management of the call centre
• Responsible for setting targets with the Contact Centre Manager for the call centre section, giving regular feedback to Call Centre Agents on their performance
• Design and produce meaningful information and accurate reports to call centre management
• Manage all business processes
• Manage all daily escalation of urgent and overdue work and follow up on queries
• Manage the training and development of staff
• Manage all call centre resources
• Manage the assistance offered to the call centre when operational increases occur or staff shortages
• Manage the updating of notices / summary of notices and general feedback to the call centre
• Plan and manage the standby roster
• Co-ordinate meetings between Depot Managers and the call centre

Applications or CVs and copies of qualifications, identity document and driver’s license (if applicable), to be submitted to the following Human Resource Office:

• Kempton Park Civic Centre, Corner Pretoria Road and CR Swart Drive, 2nd Floor, Room A216
• Postal Address:  PO Box 13, Kempton Park,1620
• Enquiries: 011 999 3611/3615/3612/3619/3608

No faxed and e-mailed applications will be accepted. Please quote reference number on application.

Applications will not be considered if the necessary copies of the required qualifications are not attached to the application / CV. 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 Ekurhuleni Metropolitan Municipality subscribes to the principles of the Employment Equity Act.

Closing date:2014/04/16