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.
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National Call Centre Management Certificate (1 year or longer from a recognized Institute)
2 year (in the aggregate) supervisory experience in Call Centre environment dealing with customers; OR 2 year customer services management/supervisory experience; OR a minimum of 5 years continuous call centre experience
Clean criminal record
Computer literacy and the ability to type 30 wpm
Core Responsibilities:
Operational management of the Call Centre
Responsible for setting targets with the Contact Centre Manager for the Call Centre Section. Giving regular feedback to Call Centre Agents on their performance
Design and produce meaningful information and accurate reports to Call Centre Management
Manage all business processes
Manage all daily escalation of urgent and overdue work and follow up on queries
Manage the training and development of staff
Manage all Call Centre resources
Manage the assistance offered to the Call Centre when operational increases occur or staff shortages
Manage the updating of notices / summary of notices and general feedback to the Call Centre
Plan and manage the standby roster
Co-ordinate meetings between Depot Managers and the Call Centre
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