Contact Centre Team Leader at The Department of Home Affairs

What we do

The Department of Home Affairs offers a multitude of services to the citizens of South Africa, as well as foreigners who wish to visit, work or stay in South Africa. The Departments core functions are:

Civic Service:

•  Maintaining the National Population Register (NPR)
• Managing the birth, mar...
  Read more about this company

   

  Contact Centre Team Leader

  • Job Type Full Time
  • Qualification Bachelors
  • Experience 2 years
  • Location Gauteng
  • Job Field Customer Care, Success and Service 

  REQUIREMENTS :

  • An undergraduate qualification in Public Management and Administration, Social Science, Contact Centre or related field of study at NQF level 6 as recognized by SAQA.
  • 2 Years’ experience at Supervisory level is required. Extensive experience in Customer Service Management. Knowledge of the Constitution of the Republic of South Africa. 

  DUTIES :

  • The successful candidate will be responsible for, amongst others, the following specific tasks: Manage and monitor the team to ensure operational efficiency. Ensure agreed contact centre standards are consistently met. Supervise day to day operations of the contact centre. Consistently monitor staff levels and liaise with management regarding required adjustment.
  • Identify customer needs and provide information for updates of both the frequently asked questions and knowledge base. Advise management of product knowledge gaps. Assist consultants with complex queries and irate client by providing guidance and information. Handling escalated queries and complaints from employees. Escalate complex queries to Tier 2 Case Resolutions officers. Compile teams Management Information System reports and identify gaps. Analyse daily reports and effect improvement plans to alleviate non-achievements of SLA and targets.
  • Evaluate contacts / interactions and cases logged for quality assurance purposes, identify gaps and conduct coaching, mentoring and development of the contact centre consultants. Monitor operational systems and recommend changes / update to improve performance. Implement policies and procedures in line with the approved Framework. Ensure effective and efficient management of human, physical and financial resources within the Unit. 

  Check how your CV aligns with this job

  Method of Application

  Interested and qualified? Go to The Department of Home Affairs on www.dpsa.gov.za to apply

  Build your CV for free. Download in different templates.

• Share

  •  
  •  
  •  
  • Save
  • Email
  • Report
• Get new Customer Care, Success and Service jobs like this on Telegram.Subscribe on Telegram

• Send your application

  Your Name Your Email Your Phone Number Your Current Location Gauteng Western Cape Eastern Cape Free State KwaZulu-Natal Limpopo Mpumalanga North West Northern Cape Subject of your Application Your cover letter

  Attach your CV/Doc
  View All Vacancies at The Department of Home Affairs Back To Home
  View Current Vacancies at The Department of Home Affairs