(SALARY LEVEL 7)
SALARY: R261 372 PER ANNUM (EXCLUDING BENEFITS)
REFERENCE NUMBER: CCT-CCC-09-2022
FIXED CONTRACT – TWO YEARS
Minimum Requirements: Qualification in related fields (Contact Centre/Training/Teaching) with a Contact Centre coaching experience or certification. Minimum relevant call center training/teaching environment or industry/business experience. Computer literacy (MS Excel and MS Word). Excellent communication skills (written and verbal). Professional qualification in Education (Degree/Diploma) or relevant qualification with a minimum of REQV 13 will be an added advantage. SACE registered will be an added advantage. A valid Code 08 driver’s license added advantage.
Competencies, Knowledge and Skills: Customer service certification, Knowledge of Contact Centre Industry Qualifications / Certifications. Knowledge of customer care and related policies. Counselling / problem solving, Telephone etiquette, Innovative and creative thinking, Patience, Organizing and planning, Communication, Communication (verbal and written), Goal Setting, People management. Analytical. Creation of a conducive learning environment. Lesson reinforcement. Learner assessment. Recording and analyzing data, Professional conduct. Knowledge and implementation of digital learning, Management of resources. Knowledge of relevant prescripts, legislation and policies; Registered Facilitator, Assessor and Moderator. Customer Care. In depth knowledge of National Certificate: Contact Centre and Business Process Outsourcing Support.
Duties and Responsibilities: Drive productivity and maintain high levels of customer satisfaction. Use strategies and structures to improve individual and team performance respectively. Drive change management. i Participate in cross-functional interventions to facilitate improvement opportunities. Enhance the existing skills of agents. Develop procedures and policies related to sales techniques and appropriate agent conduct. Develop and manage the training budget. Develop program for the call center’s day-to-day activities. Conduct effective resource planning to maximize the productivity of resources (human, physical etc.). Collect and analyze Contact Center statistics. Evaluate performance with key metrics (accuracy, call-waiting time etc.). Prepare reports in line with operational requirements. Set performance goals for each channel and work with agents to ensure goals are met.
Optimize the training portfolio as specialized targeted courses are offered to managers and employees. Design solutions incorporating a variety of learning products. Develop call centers’ education materials, such as digital presentations, how-to manuals, and instructional videos. Industry registered Contact Centre Coach.
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CALL CENTRE FACILITATOR (SALARY LEVEL 7)
SALARY: R261 372 PER ANNUM (EXCLUDING BENEFITS)
REFERENCE NUMBER: CCT-CCF-09-2022
FIXED CONTRACT – TWO YEARS
Minimum Requirements: Qualification in related fields (Contact Centre/Training/Teaching) with a Facilitation experience or certification. Two years’ relevant call center training/teaching environment or industry/business experience. Computer literacy (MS Excel and MS Word). Excellent communication skills (written and verbal). Professional qualification in Education (Degree/Diploma) or relevant qualification with a minimum of REQV 13 will be an added advantage. SACE registered will be an added advantage. A valid Code 08 driver’s license added advantage.
Competencies. Knowledge and Skills: Customer service certification, Knowledge of Contact Centre Industry Qualifications / Certifications. Knowledge of customer care and related policies. Counselling / problem solving, Telephone etiquette, Innovative and creative thinking, Patience, Organizing and planning, Communication, Communication (verbal and written), Goal Setting, People management. Analytical. Creation of a conducive learning environment. Lesson reinforcement. Learner assessment. Recording and analyzing data, Professional conduct. Knowledge and implementation of digital learning, Management of resources. Knowledge of relevant prescripts, legislation and policies; Registered Facilitator, Assessor and Moderator. Customer Care. In depth knowledge of National Certificate: Contact Centre and Business Process Outsourcing Support.
Duties and Responsibilities: Facilitate training classes on new and existing products and services. Design solutions incorporating a variety of learning products. Develop call centers’ education materials, such as digital presentations, how-to manuals, and instructional videos. Participate in cross-functional interventions and meetings to facilitate improvement opportunities. Enhance the existing skills of agents. Develop procedures and policies related to sales techniques and appropriate agent conduct. Develop and manage the training budget. Develop program for the call center’s day-to-day activities. Conduct effective resource planning to maximize the productivity of resources (human, physical etc.). Collect and analyze Contact Center statistics. Evaluate performance with key metrics (accuracy, call-waiting time etc.). Prepare reports in line with operational requirements. Set performance goals for each channel and work with agents to ensure goals are met. Optimize the training portfolio as specialized targeted courses are offered to managers and employees. Design solutions incorporating a variety of learning products. Develop call centers’ education materials, such as digital presentations, how-to manuals, and instructional videos. Industry registered Contact Centre Coach an added advantage.
CLOSING DATE: 07 October 2022 at 13:30. Applications received after the closing date, e- mailed or faxed applications will not be considered.
Kindly see minimum requirements and key performance areas on the website. If applying for more than one post, kindly submit a separate application for each post.
Please Note: The Application form and key performance areas of each post is available on www.cct.edu.za. Applications must be submitted on a new form Z83 obtainable from any Public Sector Department/TVET College. The reference number and the post title must be quoted on the Z83 which must be originally signed and dated by the applicant. Candidates must also submit comprehensive curriculum vitae when they apply. Only shortlisted candidates will be asked to bring certified copies of identity documents and (Transcripts and Academic records) copies of all qualifications including matric certificate. Otherwise applicants are not allowed to attach any copies of their qualifications or ID on their application but to include them as part of their CV.
Clearly indicate the experience where applicable (DD-MM-YYYY). Successful candidate will be subjected to security screening. Applications must be delivered to for the attention of the HR Officer, Ms S SANGQU. Due to high volume of applications, applications will not be acknowledged and if you do not receive any response within 3 months, please accept that your application was unsuccessful. The College is an affirmative action employer Hand deliver: The Recruitment Officer, Human Resources Unit, College of Cape Town, 334 Albert Road, Salt Rivier 7925, OR Post to: The Recruitment Officer, HR Unit, P.O Box 1054, Cape Town 8000.
Enquiries: Siphokazi Sangqu (021) 404 6700.