CALL CENTRE MANAGER EAST LONDON CAMPUS – REF NO: 1715

SUMMARY:
The University of Fort Hare is seeking applications from appropriately qualified and experienced candidates for the post of Call Centre Manager at East London Campus. 

POSITION INFO:
Main Purpose:

• Responsible for the planning, organising and control of the Call Centre. Responsible for day-to-day administration and progress reports to management. Rosters staff on a daily basis depending on actual availability of staff, runs and monitors real time exceptions log report, analyses actual statistics of call centre consultants and acts if there are deviations from service levels.

• 3 Year relevant ICT qualification or Support Centre/Helpdesk Manager Certification.
• 3 years relevant experience including at a supervisory level.
• Knowledge of Staff Management. Helpdesk Environment. Computer Environment.
• Operating Systems and approved user Software Packages. Network Environment.
• Awareness and understanding of the Information Technology Infrastructure Library (ITIL) best practice and application. Managing the Helpdesk team. Incident Management. Escalation management. Knowledge management. Change management. Quality assurance.
• ITIL foundation course.
• Acquired skills- Communication Skills. Problem solving and reasoning skills. Negotiation Skills. Problem solving skills. Time Management. Stress handling. Leadership skills. Administration skills.
• Communication skills oral and written essential.

• See that staff is trained with the necessary skills and to render services.
• Managing Call Centre as function.
• Assisting Negotiations of Service Level Agreements.
• Handling monitoring of Service Level Agreements.
• Running and distributing Daily, weekly and Monthly management reports. 

NB! This job is now closed. You can apply for other jobs by uploading your CV.