Administration Officer (Shared Contact Centre) Ref No

POST 25/195 : ADMINISTRATION OFFICER (SHARED CONTACT CENTRE) REF NO:

SALARY : R338 106 - R398 277 per annum (Level 07)

CENTRE : Shared Contact Centre, East London

REQUIREMENTS : National Senior Certificate, National Diploma (NQF Level 6) as recognized by

SAQA in Social Sciences/Contact Centre Operations Management or related

fields coupled with 1-2 years’ experience in Contact Centre environment.

Knowledge of public service regulation, mandate of Eastern Cape Department

of health as well as standard operating procedure of the Contact Centre

environment, Knowledge and skills on CRM and CCC interpersonal

communication skills. Computer literate. The candidate will be expected to

work shifts in Contact Centre renders a 24-hour service.

DUTIES : Supervising and meeting performance targets for speed, efficiency, and health

service promotions and quality for both Inbound and Outbound operations.

Supervise the daily operative running of the Shared Contact Centre liaising

with Contact Centre management team to gather information and resolve

conflicting operative issues. Monitoring random calls to improve quality.

Minimize errors and track operative performance. Reviewing the performance

of Contact Agents. Identifying training needs and planning on job training

sessions. Recording statistics, user rates and the performance levels of the

Contact Centre and preparing reports. Handling the most complex customer

complaints or enquiries. Organizing staffing, including shift patterns and the

number of staff required to meet demand (Call volumes and trends analysis).

Coaching, motivating and retaining staff and coordinating bonus, reward and

incentive schemes. Forecasting and analysing data against budget figures on

a weekly and/or monthly basis. Improving performance by raising efficiency

and sourcing new equipment to enable this, e.g. new dialling products.

Supervise contact centre agent as well logging of queries on CRM as defined

in the standard operating policy of the centre.

ENQUIRIES : Dr Z Ntlube Tel No: (043) 711 0699

For e-Recruitment Enquiries: RecruitmentHeadOffice@echealth.gov.za

National Senior Certificate, National Diploma (NQF Level 6) as recognized by SAQA in Social Sciences/Contact Centre Operations Management or related fields coupled with 1-2 years’ experience in Contact Centre environment. Knowledge of public service regulation, mandate of Eastern Cape Department of health as well as standard operating procedure of the Contact Centre environment, Knowledge and skills on CRM and CCC interpersonal communication skills. Computer literate. The candidate will be expected to work shifts in Contact Centre renders a 24-hour service.

Supervising and meeting performance targets for speed, efficiency, and health service promotions and quality for both Inbound and Outbound operations. Supervise the daily operative running of the Shared Contact Centre liaising with Contact Centre management team to gather information and resolve conflicting operative issues. Monitoring random calls to improve quality. Minimize errors and track operative performance. Reviewing the performance of Contact Agents. Identifying training needs and planning on job training sessions. Recording statistics, user rates and the performance levels of the Contact Centre and preparing reports. Handling the most complex customer complaints or enquiries. Organizing staffing, including shift patterns and the number of staff required to meet demand (Call volumes and trends analysis). Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes. Forecasting and analysing data against budget figures on a weekly and/or monthly basis. Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products. Supervise contact centre agent as well logging of queries on CRM as defined in the standard operating policy of the centre.

Applications must be submitted as follows using one of the following options to the specific centre: 1. Via the provincial e-recruitment system accessible at: https://ecprov.gov.za and/or at https://erecruitment.ecotp.gov.za. The Provincial e-Recruitment System is available 24/7 and closes at 23: 59 on the Closing Date. To report any e-Recruitment System challenges send an email with your (i) ID Number, (ii) profile email address, (iii) details of your issue to: RecruitmentHeadOffice@echealth.gov.za. Do not send any applications to this email address; should you do so, your applications/ CV will be regarded as lost and will not be considered. Technical support is limited to working hours: (08:00-16:30 Mon-Thursday and 08:00-16:00 on Friday). Alfred Nzo District Office: Hand deliver/courier to: Human Resource Office, Alfred Nzo District Office, 81 Murray Street, Kokstad, 4700. Enquiries: Mr K Praim Tel No: (039) 797 6070. Greenville Hospital: Hand deliver/courier to: Human Resource Office, Greenville Hospital, Greenville Location, Bizana, 4800, Enquiries: Mr Z Madikizela Tel No: (039) 251 3009. Mt Ayliff Hospital: Hand deliver/courier to: HR Office, Mt Ayliff Hospital, 8 Insizwe Street, Mount Ayliff, 4735. Enquires: Mrs O Mjoka Tel No: (039) 254 0236. Sipetu Hospital: Hand deliver/courier to: Human Resource Office, Sipetu Hospital, Isilindini, Tabankulu, 5090. Enquiries: Ms L Mahlathi Tel No: (039) 255 0077. Khotsong TB Hospital: Hand deliver/courier to: Human Resource Office, Khotsong TB Hospital, 100 Jagger Street, Matatiele, 4730 Enquiries: Ms Z Pinyane Tel No: (039) 737 3801 Taylor Bequest Hospital (Matatiele): Hand deliver/courier to: Human Resource Office, Taylor Bequest Hospital, 01 Main Street, Matatiele, 4730. Applications must be submitted on a duly completed New Z83 form (effective from 01 January 2021), e-Recruitment System automatically generates Z83 immediately you press apply and generate Z83. Applicants are not required to submit copies of qualifications and other relevant documents upon application but must submit a fully completed Z83 form and detailed Curriculum Vitae. NB: Z83 in the e-recruitment system is currently not signable; so, applicants who submitted applications via the e-recruitment system will not be disqualified for an unsigned Z83 instead will be requested to sign on/or before the interview day. View the list of the positions you applied for on “My Job Applications” and do note that the system Z83 does not reflect work experience and qualifications, however, every detail of your information does reflect to the Recruitment team. Shortlisted candidates will be required to submit certified copies of qualifications, and other relevant documents (like a copy of Permanent Resident Permit for Non-RSA Citizens/Permanent Resident Permit Holders to HR on or before the interview date. Failure to submit all the required documents will disqualify the application. Correspondence will be limited to short-listed candidates only. If you have not been contacted within six (6) months after the closing date of this advertisement, please accept that your application was unsuccessful. Selected candidates will be subjected to a personnel suitability check (criminal record check, citizenship verification, financial/asset record check, qualification/ study verification and previous employment verification). All shortlisted candidates, including the SMS shall undertake two pre-entry assessments. One will be a practical exercise to determine a candidate’s suitability based on the post’s technical and generic requirements, and the other must be an integrity (ethical conduct) assessment. The Selection Panel will recommend candidates to attend a generic Managerial Competency Assessment in compliance with the DPSA Directive on the implementation of Competency-based Assessment. Successful candidates will also be subjected to security clearance processes. Where applicable, candidates will be subjected to a skills/ knowledge test. The competency assessment will be testing generic managerial competencies using the mandated DPSA SMS competency assessment tools. Successful candidates will be appointed on a probation period of twelve 12/24 months. It is the objective to address the Employment Equity Affirmative Action Measures in line with the Employment Equity Plan and to achieve equitable representation across race and gender. The EE targets of the recruiting Department will be adhered to although the applications are welcome from all racial groups. The Recruiting Department reserves the right to amend/ review/ withdraw the advertised posts if by so doing, the best interest of the department will be well served. (Females and People with Disabilities are also requested to apply and indicate such in their applications). Misrepresentation in the application documents will result in automatic disqualification and disciplinary action in the event the candidate has already been appointed. SMS pre-entry certificate (Nyukela) must be submitted prior appointment. Full details can be sourced by following the link: https://www.thensg.gov.za/training-course/sms-pre-entry- programme Note: Due to austerity measures, the Department will not carry any related costs (transport, accommodation, and meals) for candidates attending pre-selection assessment/s and interviews OTHER POSTS

Applications: RecruitmentHeadOffice@echealth.gov.za.