Call Centre Supervisor - Community Schemes Ombud Service

eg. Accountant or Accounting or Kempinski



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1. Patiently scroll down and read the job description below.

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4. Always apply for a job by attaching CV with a Cover Letter / Application Letter.


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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How To Apply

Send CV to

recruitment2@csos.org.za

Application Closing Date:

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