Administration Officer – East London – Eastern Cape Department Of Health

About the Role

The Eastern Cape Department of Health is offering an exciting opportunity for an Administration Officer at the Shared Contact Centre in East London. This pivotal role plays a crucial part in ensuring that the community receives timely and effective health services. As an Administration Officer, you will be responsible for supervising daily operations and meeting performance targets, which are essential for maintaining high standards in health service promotions and quality. Your contributions will help streamline processes and enhance the overall efficiency of the contact centre, making a real difference in the lives of South Africans.

In this dynamic environment, you will oversee both inbound and outbound operations, working closely with the management team to resolve conflicts and improve service quality. Your ability to monitor call performance, handle complex customer queries, and coach staff will be vital in fostering a supportive atmosphere where employees can thrive. This role not only demands strong leadership skills but also offers the chance to engage with the community and ensure their health needs are met effectively.

About the Department

The Eastern Cape Department of Health is dedicated to providing comprehensive health services to the citizens of South Africa. Its mission is to promote health and well-being through effective service delivery, ensuring that all community members have access to the care they need. By working within this department, you will contribute to a mission that prioritizes public health and strives for excellence in service delivery.

The department is committed to building a healthy society through sustainable health services, making your role as an Administration Officer a meaningful one. As part of a team focused on improving health outcomes, you will have the opportunity to impact lives positively while developing your professional skills in a supportive environment.

What You’ll Do

• Supervise the daily operations of the Shared Contact Centre, ensuring performance targets are met.
• Monitor and evaluate inbound and outbound call quality to enhance service delivery.
• Handle complex customer complaints and inquiries effectively.
• Identify training needs and organize on-the-job training sessions for staff.
• Record and prepare reports on contact centre statistics and performance levels.
• Coordinate staffing, including shift patterns, to meet operational demands.
• Coach and motivate staff, implementing bonus and incentive schemes to retain talent.
• Forecast and analyze data against budget figures to improve efficiency.
• Introduce new equipment and technologies to enhance contact centre operations.
• Log queries on CRM as per the standard operating procedures of the centre.

What You’ll Need

• National Senior Certificate and a National Diploma (NQF Level 6) in Social Sciences, Contact Centre Operations Management, or related fields.
• 1-2 years of experience in a contact centre environment.
• Knowledge of public service regulations and the mandate of the Eastern Cape Department of Health.
• Strong interpersonal communication skills and familiarity with CRM systems.
• Proficiency in computer applications and the ability to work shifts in a 24-hour contact centre.

How to Apply

Please submit your application before the closing date, as late applications will not be considered.