Assistant Director: Call Centre – Pretoria – Unemployment Insurance Fund

About the Role

The Unemployment Insurance Fund is on the lookout for an enthusiastic Assistant Director: Call Centre to join their dedicated team in Pretoria. This vital role involves facilitating the handling of incoming calls and enquiries, ensuring that citizens receive the support and information they need regarding unemployment benefits. As part of the public service, you will be at the forefront of providing assistance to individuals who are navigating challenging times, making a significant impact on the community and contributing to the overall well-being of South Africa.

In this position, you will oversee the implementation of call centre policies and procedures while coordinating the helpdesk service. Your leadership skills will be crucial as you manage resources effectively within the Sub-Directorate, helping to create a responsive and efficient call centre environment. This role is more than just a job; it is a chance to be a part of a mission that supports the livelihoods of many South Africans during times of need.

About the Department

The Unemployment Insurance Fund (UIF) is committed to providing financial assistance to workers who are unemployed or unable to work due to various reasons, including illness or maternity. Its mission is to support individuals in maintaining a basic standard of living during challenging times and to foster a more stable society. Working at UIF means being part of a larger effort to enhance the social safety net for citizens and contribute to the economic resilience of South Africa.

What You’ll Do

• Facilitate the handling of incoming calls and enquiries efficiently.
• Review and implement call centre policies and procedures to enhance service delivery.
• Coordinate the helpdesk service to ensure prompt and effective responses to inquiries.
• Manage resources including human capital, financial assets, and equipment within the Sub-Directorate.
• Lead and supervise a team to ensure high standards of service are maintained.
• Monitor performance metrics and reports to identify areas for improvement.

What You’ll Need

• A three-year relevant tertiary qualification in Contact Centre Management, Public Management, Business Administration, or similar fields.
• A minimum of two years functional experience in a call centre environment.
• At least two years of supervisory experience within a call centre.
• Knowledge of relevant legislation such as the Public Finance Management Act (PFMA) and the Labour Relations Act (LRA).
• Strong communication and people management skills.
• Proficiency in computer literacy and the ability to manage time effectively.
• Analytical, numeracy, planning, and organizing skills, with an understanding of diversity management.

How to Apply

Please refer to the application instructions below.