Call Centre Supervisor at EThekwini Municipality – Apply Now!

🌟 Purpose of the Role

Join EThekwini Municipality as a Call Centre Supervisor, where you will be responsible for leading and coordinating a team within the Revenue Call Centre. This role is central to ensuring customer satisfaction, service efficiency, and the implementation of high-performance standards. If you have strong communication skills, a knack for leadership, and a background in administration and customer service, this opportunity is for you.

✅ Key Responsibilities

🔹 Supervise daily operations and staff performance according to policies and legislation.
🔹 Monitor productivity, handle discipline, and ensure alignment with service standards.
🔹 Drive training and upskilling initiatives to improve service delivery.
🔹 Analyse and report on call centre performance with accurate statistics and reports.
🔹 Handle complex and escalated customer complaints professionally.
🔹 Approve financial adjustments and customer info changes at supervisory level.
🔹 Support workplace safety by enforcing health and safety regulations.
🔹 Ensure minimal technical disruptions and downtime in operations.
🔹 Conduct regular team meetings to boost communication and alignment.
🔹 Act as a deputy to the Call Centre Manager as needed.

🧠 Core Competencies Required

✔ Attention to Detail
✔ Professionalism & Ethics
✔ Organisational Awareness
✔ Effective Communication
✔ Resilience & Adaptability
✔ Coaching & Mentorship
✔ Service Delivery Orientation
✔ Data Processing & Analysis
✔ Teamwork & Leadership

📚 Qualifications & Experience

✅ Minimum Requirements:

• Grade 12 (NQF Level 4) + Administrative Certificate

• Valid motor vehicle driver’s license

• 3 years of relevant experience

• Strong computer literacy

🎓 Preferred:

• Diploma (NQF Level 6) in Administration or a related field

• 4 years of relevant supervisory or administrative experience

💰 What You’ll Get

💵 Salary Range: R280,601.13 – R364,222.19 per annum
🎁 Benefits Include:

• 13th Cheque

• Pension Fund

• Medical Aid

• Housing Subsidy

• Paid Leave

🌐 Apply your supervisory skills in a dynamic municipal environment. Join a team where public service and operational excellence meet!

🔗 Find similar jobs at: https://careerjunctionza.co.za/jobs/

📄 CV TIPS for This Role:

💡 Highlight Your Leadership Skills: Showcase examples where you’ve led or mentored teams, especially in a service or administrative context.
💡 Emphasize Customer Service Experience: Provide metrics or scenarios where you resolved high-pressure complaints or improved customer satisfaction.
💡 Show Your Admin Know-How: Include your computer skills (e.g., CRM tools, MS Office) and any process improvement you’ve contributed to.
💡 Tailor for Government Roles: Be sure to align your experience with public service values such as integrity, ethics, and attention to governance and compliance.

🔗 Company Website: https://www.durban.gov.za