Deputy Director: Call Centre at The Government Pensions Administration Agency (GPAA)

Qualification/s Requirements

• A relevant three-year bachelor’s degree/National Diploma or equivalent three-year qualification (at least 360 credits) with six (6) years appropriate proven experience in the field of Customer Service management with three (3) years in management or middle management experience. Knowledge of Service centered services. Knowledge of Call Centre performance management. 

Key Performance Areas

• The successful candidate will be responsible for the management of customer relationship in the: Region, which inter alia include but is not limited to: Manage the handling of incoming and outgoing calls: Monitor the application of appropriate actions to effectively control incoming and outgoing calls. Monitor the log-on time and agent’s availability. Manage call queuing time and allocate call to available agent. Oversee and manage the performance report of the call systems and advise the supervisors and agents on areas that still need improvement. Manage random calls to improve quality, minimize errors and track operative performance. Manage proper openings and closing of calls according to call centre process documents. Oversee and manage all complicated queries referred to by supervisors.
• Monitor and manage resources for supervisors and agents to effectively provide solutions to clients. Manage the effective utilization of resources to achieve operational strategic goals. Develop and implement contact centre strategy. In conjunction with the Senior Manager, develop and implement GPAA contact centre strategy that meets organizational objectives and aligns with GPAAs overall strategy. Measure the effectiveness of call centre on an ongoing basis and make recommendations to review and amend the strategy appropriately. Report back to the senior manager and other key internal stakeholders at regular intervals to ensure that strategy is fit for purpose.
• Attend pensioner functions to share information. Manage the implementation of the Call Centre policies and procedures. Monitor guidance in inbound and/or outbound calls to supervisors and agents with appropriate procedures aligned to the Fund policies and procedures. Monitor policies and procedures for areas of improvement and enhanced Customer Centre. Oversee and communicate changes in policies and procedures to the supervisors and staff. Ensure consistent compliance to GPAA policies and procedures, corporate governance and relevant legislation. Build, maintain and manage relationships and operational level agreements with other business units and ensure timeous response to queries forwarded to them.
• Manage and develop staff. Continually strives to up skill and motivate staff through effective leadership, mentoring, coaching and performance improvement and the creation and implementation per individual development plans. Identify development and succession planning requirements. Ensure appointment is in line with employment equity targets/strategy. Monitor that outputs achieve business requirements. Facilitate staff productivity and efficiency, minimizing absenteeism and turnover figures. Motivate staff through the implementation of various reward mechanisms. Facilitate departmental communication through appropriate structures and systems. Manage the budget of the unit and monitor expenditure patterns as per the prescripts