Supervisor: Inbound at The Department of Employment and Labour

REQUIREMENTS :          

• An Undergraduate qualification (NQF Level 6) as recognized by SAQA in Communications / Marketing Management / Business Administration / Management / Public Management / Administration / Contact Centre Management / Administrative Management. 2 years' functional experience in customer care environment.
• Knowledge: Knowledge of relevant Regulations, Law and Legislation (PFMA, COIDA, POPIA, Promotion of access of Information Access, Public Service Act, Labour Relation Act, National Treasury Regulations). Digital Acumen/Call Centre Functionalities. Call Management. Query Management. Stakeholder Development and Management. Compensation Fund, policies, procedures, processes. Contact Centre vision and objectives. Contact Centre performance requirements. Customer service (Batho Pele Principles). Customer Care Processes and Procedures. Legislative Requirements: Public Service Regulation.
• Skills: Call management. Data Collection/Capturing. Coaching and Mentoring. Critical and Innovative Thinking. Direction Setting. Performance and oversight. Programme / Project Management. Quality Assurance. Knowledge Management. Risk Management. Service Delivery Innovation. Stakeholder Development & Relations.

DUTIES:   

• Facilitate customer driven quality workflow processes for inbound services.
• Coordinate and ensure quality resolution of queries for inbound. Attend to all COID services queries and provide feedback. Supervise staff in the unit.