Administration Officer(Shared Contact Centre) at Eastern Cape Department of Health

REQUIREMENTS:

• National Senior Certificate, National Diploma (NQF Level 6) as recognized by SAQA in Social Sciences/Contact Centre Operations Management or related fields coupled with 1-2 years’ experience in Contact Centre environment. Knowledge of public service regulation, mandate of Eastern Cape Department of health as well as standard operating procedure of the Contact Centre environment, Knowledge and skills on CRM and CCC interpersonal communication skills. Computer literate. The candidate will be expected to work shifts in Contact Centre renders a 24-hour service

DUTIES:

• Supervising and meeting performance targets for speed, efficiency, and health service promotions and quality for both Inbound and Outbound operations. Supervise the daily operative running of the Shared Contact Centre liaising with Contact Centre management team to gather information and resolve conflicting operative issues. Monitoring random calls to improve quality. Minimize errors and track operative performance. Reviewing the performance of Contact Agents. Identifying training needs and planning on job training sessions. Recording statistics, user rates and the performance levels of the Contact Centre and preparing reports. Handling the most complex customer complaints or enquiries.
• Organizing staffing, including shift patterns and the number of staff required to meet demand (Call volumes and trends analysis). Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes. Forecasting and analysing data against budget figures on a weekly and/or monthly basis. Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products. Supervise contact centre agent as well logging of queries on CRM as defined in the standard operating policy of the centre.