Department : Service Delivery Coordination Department (2024)
Location
City of Ekurhuleni
Remuneration
R 671,064 to R 920,592 - Basic salary per annum (plus benefits)
Assignment Type
Permanent
Minimum Requirements:
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
Enquiries: Tel: 0860 54 3000
Candidates may be requested to submit proof of the NQF level applicable to the qualifications they have obtained.
Should candidates not be informed of the outcome of the application within six weeks of the closing date, it should be regarded as having been unsuccessful. The City of Ekurhuleni subscribes to the principles of the Employment Equity Act and reserves the right to appoint, not appoint or to appoint laterally.
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