Director - Call Centre

2 weeks ago

Pretoria, Gauteng, South Africa Affirmative Portfolios Full time

Administrator IT ~ Information Technology

Pretoria
***:
Director - Call Centre

(DIR/CC/CRM/2023/01-1P)

R per annum (all-inclusive package) level 13

PRETORIA (BASED AT TREVENNA)

Purpose:

One permanent position of Director:
Call Centre is currently available within the CRM Unit at GPAA. The purpose of the job is to manage client and stakeholder contact and operations support services in the GPAA.

Key performance areas:

  • Manage the implementation of the Operations Management Strategy:
  • Monitor the implementation of the operational plan for the Directorate to support the achievement of GPAA's strategic objectives.
  • Manage, monitor, and review the Directorate policies, procedures, and processes in accordance with best practice and legislation.
  • Ensure implementation of an effective short, medium and longterm operating strategy for the Directorate.
  • Conduct benchmarks on new developments in practice to improve the effectiveness and efficiency of the organisation.
  • Manage the provision of best practices regarding Directorate functions to all stakeholders.
  • Ensure the implementation of a management effectiveness and leadership strategy.
  • Engage in strategic relationships with relevant stakeholders to serve the interest of the organisation.
  • Monitor compliance with relevant legislation throughout all Directorate functions.
  • Analyse service delivery gaps, challenges and implement remedial action strategies.
  • Manage quality of service provided to internal and external customer/clients/stakeholders.
  • Manage the mitigation of identified risks.
  • Ensure information flow to and alignment with all stakeholders to ensure effective engagement.
  • Conduct trend analyses and forecasting.
  • Manage inbound contact Centre services for the Department:
  • Ensure response to and recording of all telephonic inquiries and complaints received from clients via the call management and CRM tools.
  • Ensure attendance of all electronic queries of clients.
  • Ensure resolution of client enquiries.
  • Ensure quality assurance of calls of agent services and provide advice and measures to improve service:
  • Ensure listening and assessment of calls.
  • Ensure the provision of the call centre with performance improvement action plans.
  • Analyse and provide systematic reports to contact centre management.
  • Ensure the monitoring of contact centre system, equipment and agent database and action appropriate interventions.
  • Manage outbound contact centre services for the Department:
  • Ensure that outbound calls are made to clients.
  • Ensure resolution client queries.
  • Ensure provision of feedback to clients.
  • Manage the provisioning of Enterprise Operations Support Services:
  • Ensure the timeous scanning, and accurate indexing and filing of documents in accordance with the applicable filing system.
  • Ensure the management of mail inbound and dispatch of client files.
  • Ensure for the safekeeping of files, and other relevant confidential documents.
  • Ensure provisioning of registry services.
  • Monitor adherence to the National Archives Act.
  • Manage all the resources in the Directorate:
  • Oversee the development and management of staff within the Directorate.
  • Implement and maintain a relevant management approach to support effective business results within the Directorate.
  • Develop and sustain a culture of high performance, professionalism, and integrity to support overall quality of service delivery.
  • Oversee control of budgeting and expenditure process in line with strategic objectives and relevant legislation.
  • Ensure the effective utilization of all the other resources (including IS, Assets, Infrastructure, etc) within the Directorate.

Competencies, Knowledge, and Skills:

  • Knowledge of Benefits Administration
  • Knowledge of Customer Relationship Management (Channels Management)
  • Knowledge of relevant legislative requirements and GPAA policies and procedures
  • Industry knowledge
  • Knowledge of Financial management including budgeting and forecasting
  • Knowledge of Pension Fund Regulations and Rules
  • Knowledge of Compliance Management
  • Knowledge of relevant systems
  • Service delivery innovation skills
  • Client orientation and customer focus skills
  • Financial management skills
  • People management and empowerment skills
  • Programme and Project management skills
  • Change management skills
  • Above average communication skills (verbal and written).
  • Knowledge management skills.
  • Problem solving and analysis skills.
  • Strategic capability.
  • Respect.
  • Service excellence.
  • Integrity.
  • Transparency.
  • Courtesy.
  • Emotional intelligence.
  • Team Player.

Minimum requirements:

  • A relevant threeyear B Degree/B Tech qualification (at least a minimum of NQF 7).
  • A minimum of eight (8) years demonstrated experience in the Call Centre/ Customer Service environment of which five (5) years should be at a middle/senior managerial level.
  • Experience gained in Financial Se

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