Community Schemes Ombud Service Call Centre Jobs in South Africa
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Job Responsibilities
- Contribute to the development of operational plans in the Unit.
- Comply to all policies and procedures in the Unit.
- Conduct project administration, recorded keeping and produce project related reports.
- Systematize the achievement of deliverables against project plans.
- Demonstrate knowledge of the latest development within area of expertise.
- Take ownership for own work, performance management and development.
- Introduce improvement opportunities within area of expertise in line with best practice to optimize performance.
- Engage in problem solving and continuous improvement to maximize output of area.
- Manage and direct the daily activities of contact centre agents.
- Supervise, plan, and manage functions concerned to contact Call Centre environment.
- Act as an information source and answering agent’s questions.
- Assign tasks, follow up and give instructions as needed.
- Oversee team members so that they acquire the appropriate support and training to apply the best skills and knowledge on the job.
- Conduct performance measurement, monitoring, and evaluation of all Agents to improve the efficiency.
- Compile and maintain lists of on-call and key schedules and personnel.
- Update databases, organise activities related to maintenance and repair of equipment, ordering supplies and materials.
- Prepare and oversee schedules and monitor attendance of Agents.
- Schedule breaks and shifts, as necessary.
- Communicate solutions, successes, and opportunities to the Marketing and Communications Manager.
- Coordinate staff recruitment, including writing vacancy advertisements and liaising with HR staff.
- Review the performance of agents, identifying training needs and planning training sessions.
- Oversee the rendering of services in the contact centre.
- Monitor compliance to reporting templates and frameworks.
- Oversee the receiving and appropriate capturing of CSOS levies payments applications received on the NCR transactions.
- Follow-up and oversee that all customer queries are resolved timeously.
- Conduct routing and follow up on enquiries from the public received at the call centre.
- Resolve complex customer complaints.
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Job Requirements
- A 3-year National Diploma/Degree in General Management or equivalent.
- A postgraduate General Management qualification would be advantageous.
- A total of 4 years’ working experience, 1 of which must be at supervisory level.
- Previous experience as a call center supervisor would be advantageous.
- Proven editorial skills. Outstanding command of the English (or primary customer) language.
- Knowledge of principles of public communications, information, and relations.
- Knowledge of working on the intranet or other online communications tool – design, functionality, navigation.
- Up to date knowledge, of internal communications methods.
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