Closing date: 2017/11/03


Tracking Number DOTP 2017-90
Job Title Call Centre Manager, People Management, Ref No. DOTP 2017-90
Department Department of the Premier
Salary level 9
Enquiries Ms Helen Ward at (021) 483 5640
Job Type Permanent
Location - Country South Africa
Location - Province Western Cape
Location - Town / City Cape Town
Job Purpose The Department of the Premier, People Management Practices, Corporate Services Centre, requires a Call Centre Manager to ensure a high quality HR Contact Centre Management client service. We require an individual who wish to serve proudly, and live the values of caring, competence, accountability, integrity, innovation and responsiveness. The position is based in Cape Town.
Minimum Requirements 3-year National Diploma (or equivalent qualification) in Human Resources or Public Management with a minimum of 3 years' relevant HR experience in a management environment; Valid Code B drivers licence.
Recommendation B-Degree qualification; Extensive experience in a HR and client services environment.
Key Performance Areas Manage the HR Contact Centre enquiries at the Call Centre and Walk-In Centre; Management and quality assurance of the HR Call Centre systems and processes; Management of Contact Centre Analytics for business improvement; Determine HR Trends and submit reports to senior management using Contact Centre Data;
Responsible for providing HR Call Centre inputs into the operational and business plans of the Unit; Stakeholder engagement; Performance management of the HR Call Centre staff;
Conduct effective resource planning to maximize the productivity of resources (people, and technology); Evaluate the Contact Centre’s performance in key metrics such as accuracy, contact - waiting time, quality assurance, etc;
Provide for the continuous coaching and mentoring of Contact Centre Agents to ensure high quality responses to client enquiries.
Competencies Deciding and Initiating Action; Planning and Organising; Applying Expertise and Technology;
Delivering Results and Meeting Client Expectations; Relating and Networking; Persuading and influencing; Presenting and communicating information; Data Analyses;
Writing and reporting; Personal attributes: Outstanding communication and interpersonal skills; Excellent organizational and leadership skills with a problem-solving ability.
Remuneration R 334 545 per annum (Salary level 9).
Note on remuneration: Cost-to-employer (CTE) remuneration packages for certain occupation-specific dispensations (OSD), the middle-management service (MMS) and contract positions are inclusive of all costs related to service benefits or obligations including basic salary, 13th cheque, medical assistance, housing assistance, pension-fund contributions, etc. MMS remuneration packages are flexible and may be individually structured as prescribed. Where remuneration is not indicated as CTE, employees' service benefits or obligations are funded or co-funded in terms of the applicable prescripts or collective agreements.
Notes Note: Only applications submitted online will be accepted. Shortlisted candidates will be required to submit copies of their documentation for verification purposes. These candidates will be required to attend interviews on a date and time as determined by the department.
Kindly note that technical support is only available from Monday to Friday from 8:00 to 16.00 should you experience any difficulties with your online application. Please ensure that you submit your application before the closing date as no late applications will be considered.
Attachments (if applicable)


The Western Cape Government is guided by the principles of Employment Equity.
Disabled candidates are encouraged to apply and an indication in this regard would be appreciated.
Note: No payment of any kind is required when applying for any of the positions advertised by the Western Cape Government