Contact Centre Assistant Manager: E-Government for Citizens, Ref No. DOTP 57/2021

Western Cape Department of the Premier - Cape Town, Western Cape

Closing date yi 31st ka January 2022

Government Full-Time Government Facebook Schedule

Purpose

  • The Department of the Premier, Western Cape Government has an opportunity for an Assistant Manager to render an interactive Client (Citizens) interface Management function.
  • The successful candidate will support the Programme Manager with end to end Contact Centre ticket (query, information, complaint, compliment) management process including intake, general and priority escalation and resolution.

Requirements

  • An appropriate 3-year National Diploma/B-Degree or higher qualification;
  • A minimum of 5 years' relevant experience in a Client Relationship Management environment;
  • Recommendation: A valid code B (or higher) driving licence.

Skills & Competencies

  • Governance and Administration;
  • Change Management;
  • Media Management communication;
  • Highly developed interpretive, conceptualization/ formulation ability;
  • Outstanding planning and organising skills;
  • Strong leadership skills;
  • Creative presentation skills;
  • People management skills;
  • Proven computer literacy (Management Information Systems);
  • Communication (written and verbal) skills.

Responsibilities

  • Client Relationship Management;
  • Financial Management;
  • Human Resource Management;
  • Operations Management;
  • Strategic Management;
  • Provide and implement client (citizen) service delivery policies and strategies;
  • Render interactive Client (Citizen) Service channels;
  • Co-ordination of frontline service delivery support;
  • Provide strategic access to information and service;
  • Evaluating operational needs and work level requirements.

Additional Information

  • 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.
  • The selection process will be guided by the EE targets of the employing 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 you may contact the helpline at 0861 370 202.
  • Please ensure that you submit your application before the closing date as no late applications will be considered.

Remuneration

  • R382 245 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.

Enquiries

  • Mr M Baderoen at (021) 483 5178