Call Centre Officer: People Management Contact Centre, Ref No. DOTP 80/2025 at Western Cape Government

Job Purpose    

• The Department of the Premier, Western Cape Government, requires a service-oriented individual to support internal staff across eleven departments by responding to HR-related enquiries through the People Management Contact Centre, which includes the Call Centre, Walk-in Centre, and Mobile Contact Centre services.

Minimum Requirements    

• 3-year National Diploma/B-Degree (equivalent or higher qualification) in Human resources, Public Management or related field
• A minimum of 1 year relevant Human Resource and/or Call/Contact Centre experience.

Recommendation    

• None.

Key Performance Areas    

• Handle Human Resource (HR) related enquiries; Respond professionally to HR-related enquiries received via telephone, email, or walk-ins by identifying the nature of the query and providing accurate guidance on HR policies, procedures, and processes such as leave, pensions, housing, recruitment, and performance management
• Accurately capture and categorise client interactions in the enquiry management system, ensuring client details are updated, enquiries are classified by type and urgency, and resolution statuses are maintained
• Escalate unresolved queries and follow-up;  Maintain and update HR-related databases and platforms, support reporting through accurate data compilation and analysis of enquiry trends, and provide statistical inputs to inform workforce planning and decision-making
• Assist clients with completing required documentation, ensure forms are correctly filled and supported and forward to the appropriate HR unit, Facilitation of a mobile contact centre service : Support the planning and delivery of mobile contact centre initiatives by coordinating logistics and  stakeholder engagement while assisting with client enquiries during events
• It will be advantageous to a valid (Code B or higher) driving licence.
• NB: People with disabilities that restrict driving abilities, but who have reasonable access to transport, may also apply.

Competencies    

Knowledge of the following:

• HR policies, procedures, and relevant legislation (e.g., Public Service Act and regulations); Client care principles and information management; Internal and external communication protocols; Interpretation and application of HR related policies and guidelines
• Use of relevant enquiry management system/ case management system; MS Office applications and HR systems (e.g., PERSAL or similar).

Skills needed:

• Communication (written, verbal and presentation); Attention to detail and accuracy under pressure; Analytical and problem-solving; Data management proficiency; Professionalism, patience, and a positive attitude; Ability to work independently and collaboratively in a team; Self-motivated, disciplined, and deadline oriented; Data capturing; Strong planning, organizing and coordination abilities; Conflict resolution.

Remuneration    

• R 325 101 – R 382 959 per annum (Salary level 7)

Closing Date    

• 2025/10/20