Contact Centre Team Leader – Tshwane – Independent Police Investigative Directorate

About the Role

The Independent Police Investigative Directorate (IPID) is seeking a dedicated Contact Centre Team Leader to join their headquarters in Tshwane. This pivotal role is essential for ensuring the smooth operation of the contact centre, where effective communication and customer service are at the forefront. As a Team Leader, you will play a significant part in managing a team that addresses public inquiries and concerns, helping to maintain trust and transparency in the public service sector.

In this role, you will oversee day-to-day operations, ensuring that the contact centre meets its performance targets and delivers exceptional service to the community. Your leadership will directly impact the efficiency of the contact centre, making this a vital position for those who are passionate about public service and community welfare. By fostering a supportive environment for your team, you will help facilitate effective communication between the Directorate and the public, ultimately contributing to a safer and more informed South Africa.

About the Department

The Independent Police Investigative Directorate is committed to promoting accountability and professionalism within the South African Police Service. Their mandate is to ensure that any incidents of misconduct and criminality by police officers are investigated thoroughly. Working at IPID means being part of a team that strives to uphold the rule of law and protect the rights of citizens, making a difference in the community every day.

Joining IPID not only offers the chance to develop your career within a respected government department but also allows you to contribute to a mission that is essential for the well-being of society. Your efforts will help build public trust in law enforcement, ensuring that justice is served and the needs of the community are met.

What You’ll Do

• Manage and monitor the contact centre team to ensure operational efficiency.
• Supervise daily operations and ensure compliance with contact centre standards.
• Identify customer needs and update FAQs and knowledge bases accordingly.
• Handle escalated queries and complaints with professionalism and care.
• Compile management reports and analyze data to identify areas for improvement.
• Implement policies and procedures aligned with the approved framework.
• Provide coaching and mentoring to enhance the skills of contact centre consultants.
• Liaise with management regarding staffing needs and adjustments.

What You’ll Need

• An undergraduate qualification in Public Management and Administration, Social Science, Contact Centre, or a related field at NQF level 6 as recognized by SAQA.
• A minimum of 2 years of experience in a supervisory role.
• Extensive experience in Customer Service Management.
• Knowledge of the Constitution of the Republic of South Africa.
• Understanding of public service legislative frameworks and departmental procedures.
• A valid driver’s license and willingness to work shifts.
• Strong leadership, problem-solving, and analytical skills.
• Excellent written and verbal communication abilities.

How to Apply

Applications compliant with the “Directions to Applicants” above must be submitted online at the application portal below.