Assistant Director, Call Centre Operations & Service Excellence

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

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.