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ICT Programme Manager: WCG Contact Centre (E-Government for Citizens)

Western Cape Government

Programme Manager: WCG Contact Centre (E-Government for Citizens), Ref No. DOTP 2019-02
Department Department of the Premier
Salary level 11

Enquiries Mr C Wakeford at (021) 483 3528
Job Type Permanent
Location – Country South Africa
Location – Province Western Cape
Location – Town / City Cape Town

Job Purpose
The Department of the Premier, Western Cape Government aims to employ an individual to manage the strategic and operational requirements of the WCG Contact Centre. This post is based in Cape Town.
Minimum Requirements An appropriate 3 year tertiary qualification (National Diploma/B-degree); A minimum of 5 years’ experience at managerial level in a contact centre service environment.

Key Performance Areas
Design and implement, maintain and enhance ticket management policy, process and procedures to optimise the customer experience and minimise risk; Manage the ticket handling, resolution, escalation and reporting functions according to policy, ensuring effective communication with customers, responding to customer concerns within the prescribed timeframes to provide final resolution for the majority of issues; Develop and manage strong working relationships with key partners such as line of business leaders and other spheres of South African government; Ensure quality assurance and service standards are maintained at all stages of ticket life cycle; Build and sustain a team of direct reports who are capable of delivering the performance required for the group, including coaching and the creation and implementation of training and development plans.

Knowledge of the following: Contact Centre Ticket Lifecycle Management; Contact Centre Client Management; Social media, Web 2.0, Change Management; Agent training; Communication (written and verbal) skills in at least two of the three official languages of the Western Cape; Research and analysis; Management, consultation and negotiating skills; Ability to work and make decisions under pressure and meeting deadlines;

All-inclusive salary package of R 697 011 per annum (Level 11)

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.

 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 and may also be required to undergo competency assessments/proficiency test. 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.