Company:
City of Ekurhuleni
Industry: Government
Deadline: Nov 5, 2025
Job Type: Full Time
Experience: 3 – 5 years
Location: Gauteng
Province:
Field: Customer Care
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
Closing Date : 2025-11-03
