Assistant Director: Call Centre

Gauteng Provincial Government; Gauteng; On-site; ZAR 438,000 - 536,000; Full time

Job summary

Gfleet in Bedfordview seeks a Director: Customer Relations Management to oversee call centre operations, policy compliance and customer service delivery. The role requires leading a team, coordinating resources and ensuring efficient service levels in line with department objectives.

The ideal candidate holds a National Diploma (NQF 6) in Public/Business Administration, with 3–5 years of supervisory experience in call centres and a valid driver’s license.

Qualifications

• Three-year National Diploma (NQF Level 6) in Public Administration/Business Administration Management.
• 3-5 years’ supervisory experience in call centre/operations management.
• Valid driver’s license and computer literacy.
• Strong written and verbal communication and reporting skills.

Responsibilities

• Manage adoption of policies and Batho Pele principles in service delivery.
• Supervise daily call centre operations and allocate resources.
• Coordinate call centre reporting and admin functions.
• Monitor and resolve customer queries within turnaround times.
• Coordinate vehicle allocation, maintenance bookings and asset handovers.
• Provide operational guidance and develop staff for continuous improvement.

Skills

Supervisory experience

Call centre operations management

Valid driver’s license

Computer literacy

Communication skills

Writing and reporting

Customer management

Quality management

Problem solving

Analytical thinking

Negotiation

Decision making

Initiative

Diversity awareness

Education

National Diploma (NQF Level 6) in Public Administration/Business Administration Management

Job description

• Directorate : Customer Relations Management
• Number of Posts : 1
• Package : R 487,197.00 per annum plus benefits (Level 09).

Requirements

• A minimum three-year National Diploma (NQF Level 6) in Public Administration/Business Administration Management. 3-5 years’ Supervisory experience in call Centre/Operations Management environment. Valid Driver’s License. Computer literacy. Knowledge: Effective communication, writing and reporting skills. Knowledge: Customer Management. Result/quality Management. Innovation/Continuous improvement. Problem Solving. Analytical. Negotiation. Decision Making. Communication. Initiative. Diversity awareness.

Duties

• Manage the implementation of prescribed policies: Adhere to and promote legislative, departmental prescripts and the code of conduct for the public service. Monitor compliance with call Centre processes, procedures and internal controls of the entity, promote the application of Batho Pele Principles and customer service best practices, Develop and implement operational improvement initiative in response to identified service delivery gaps and operational requirements. Supervise and monitor daily call Centre operations: Allocate operational resources to support effective call Centre service delivery, monitor customer interactions and service delivery standards within the call Centre environment, Maintain working relationships with internal and external stakeholders. Coordinate call Centre reporting and administrative functions. Monitor customer query resolution and client support services: Monitor the resolution of customer queries and complaints within agreed turnaround times, provide guidance to clients on products, services and operational processes of the entity, track escalated queries and coordinating corrective actions where required, Analyze customer service trends and provide recommendations for continuous improvement. Coordinate vehicle allocation, Maintenance bookings and returns: Coordinate the issuing of short‑term rentals to clients, coordinate the receiving and issuing of vehicles scheduled for maintenance and repairs booking, facilitate the handover process to asset management. Supervise Resource: Provide operational guidance and support to the component, Supervise and support staff in the execution of daily activities, monitor utilization of financial and operational resources within the unit, compile budgetary inputs and provide recommendations on operational resource requirements, facilitate staff development and promote continuous improvement within the component.

Notes

• In line with the Department’s employments Equity Plan, preference will be given to COLOURED, INDIAN, WHITE FEMALE and people with DISABILITY. It is our intention to promote representation (race, gender and disability) in the Public Service through the filling of posts and candidates whose transfer/promotion/appointment will promote representation will receive preference. It is the Department’s intention to promote equity through the filling of all numeric targets as contained in the Employment Equity Plan. To facilitate this process successfully, an indication of race, gender and disability status is required. It is the applicant’s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA). The Department reserves the right not to appoint.

Employer

Gfleet

Location

Bedfordview

Closing Date

09-11-2026

Criteria Questions

Do you have an NQF Level 6 in Public Administration/Business Administration Management?

Do you have 3-5 years’ experience in call Centre/Operations Management environment?

Do you have a valid driver’s license?

Please Notes

• Due to the large number of applications we envisage receiving, applications will not be acknowledged. If youdo not receive any response within 3 months, please accept that your application was not successful.