The City of Ekurhuleni Metropolitan Municipality is a metropolitan municipality that forms the local government of the East Rand region of Gauteng, a large suburban region east of Johannesburg. Ekurhuleni means "place of peace" in XiTsonga.
Read more about this company
A Business Degree or relevant equivalent NQF Level 7 qualification
3 – 5 years’ experience in a similar environment
Firm understanding of business processes and value stream mapping.
Strategic Analysis, strategic business solution modelling.
Skills and competency mapping.
Call Centre Process re-definition and re-engineering.
Work force management.
Root cause analysis of SLA and SDR
Provide strong performance management on teams
Core Responsibilities:
Manage and monitor customer services across all services in the non-life threatening Call Centre to ensure that these services are consistently applied to the highest standards possible and in line with the Service Level Standards for the CoE
Implement strategic capability and leadership to manage a functional unit within a division that is accountable for the delivery of set objectives within specified time frames and costs
Implement operational processes to deal effectively with all levels external enterprises, with a strong emphasis on key account business executive management
Maintain governance and risk to ensure that no incidents of non-compliance result and risks are appropriately mitigated
Manage and implement financial processes to ensure the effective use of finances and curtail costs in the Department
Customer service orientation to build a strong understanding of existing and potential customer needs and requirements and ensure effective operations management and service delivery in the Department ensuring compliance with the Batho Pele principles
Gmail
Yahoomail