Deputy Director: Call Centre – Pretoria – Government Pensions Administration Agency

About the Role

The Government Pensions Administration Agency (GPAA) is seeking a dedicated Deputy Director: Call Centre to join their team in Pretoria. This vital role is centered around managing customer relationships and ensuring the efficient handling of calls, which is crucial for serving the community and improving service delivery in the public service sector. By overseeing call centre operations, the successful candidate will play a pivotal role in enhancing client satisfaction, addressing complex queries, and implementing effective strategies that align with the agency’s goals.

Working in the heart of Pretoria, the Deputy Director will lead a dynamic team to optimize call management processes, monitor performance, and ensure compliance with policies and procedures. This role not only supports the operational efficiency of the GPAA but significantly contributes to the welfare of pensioners and the broader community. With a focus on continuous improvement, the Deputy Director will help shape the future of customer service within the government, making this position both rewarding and impactful.

About the Department

The Government Pensions Administration Agency (GPAA) is dedicated to managing and administering the pension funds of government employees in South Africa. With a mission to provide efficient and effective services, the GPAA ensures that pensioners receive their entitlements smoothly and timely. Working within this department means being part of an organization that values integrity, accountability, and customer service excellence, making it a meaningful place to contribute to the public good.

What You’ll Do

• Manage customer relationships and oversee call handling processes for incoming and outgoing calls.
• Monitor agent availability and call queuing to optimize service delivery.
• Analyze performance reports and provide feedback to supervisors and agents for improvement.
• Conduct random call assessments to enhance service quality and minimize errors.
• Develop and implement strategies to meet organizational objectives.
• Facilitate staff development through mentoring, coaching, and performance management.
• Ensure adherence to policies and procedures while fostering a culture of compliance.
• Build and maintain operational relationships with other business units to streamline processes.

What You’ll Need

• A relevant three-year bachelor’s degree or National Diploma (minimum 360 credits) with six years of proven experience in Customer Service management, including three years in a management role.
• Strong knowledge of call centre performance management and client relationship management.
• Excellent leadership, organizational, and communication skills.
• Proven ability to analyze business processes and implement operational excellence.
• Experience in managing budgets and financial planning within a service-oriented environment.
• Integrity, reliability, and a customer-oriented mindset.

How to Apply

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