Supervisor (Call Centre) at eThekwini Municipality

Key Responsibility Areas

• Supervise the business processes of subordinates in terms of policies, procedures, legislation and control measures.
• Supervision and control-coordinate and control activities associated with personal performance, discipline and productivity.
• Proactively contribute to the development and implementation of appropriate training programs.
• Provide accurate statistics and reports to management and staff in order to contribute to service improvements.
• Establishing good housekeeping and safety procedures in accordance with the Health and Safety Act (Act 85 of 1993).
• Ensure minimum downtime and technical disruptions to the call centre.
• Convene meetings with subordinates.
• Authorise financial adjustments, transactions and change customer requests information at supervisory level.
• Attending to complex customer queries and to irate customers at supervisory level.
• Deputize and relief for Manager.

Essential Requirements

• Grade 12 (NQF Level 4) or equivalent and an Administrative certificate.
• Valid motor vehicle driving license.
• 3 years relevant experience
• Computer Literacy.

Preferred Requirements

• Diploma (NQF Level 6) in the Administrative field or equivalent.
• 4 Years relevant experience.