Manager: Contact Centre

About the Position

SARS is looking for a Manager: Contact Centre who is capable and experienced in building teams and great experiences for customers. The successful incumbent must have strong operational contact centre experience - able to manage daily performance, reporting, data, facilities, finance, HR, etc. Meticulous, hands on and driven, excellent interpersonal and communication skills, both written and verbal.

This individual must have strong leadership skills, an entrepreneurial spirit and an appetite for innovative thinking. S/he must also have strong motivational, coaching and team building skills with an affinity for a tech and systems driven environment.

Job Purpose

To support the organisational strategic objectives through efficient and effective management of Contact Centre Operations, manage key performance areas of the Contact Centre tiered operating model, ensuring optimal utilisation of all resources.

Education and Experience

Minimum Qualification & Experience Required

• Bachelor’s degree/ Advanced Diploma in Operations Management or Business Administration(NQF 7) AND 8-10 years’ experience in a Contact Centre and/or Customer service environment, of which 3-4 years at a junior management level

Alternative Qualifications

• Senior Certificate (NQF 4) AND  15 years’ experience in a Contact Centre and/or Customer service environment, of which 3-4 years at a junior management level

Job Outputs:

Process

• Act as the bottom-line drivers of tactical implementation within the context of business unit excellence and performance improvement.


• Direct, control, coordinate and optimise budgeted resources to meet specific objectives and deliver agreed results and productivity requirements.


• Ensure the development and implementation of a practice in alignment with operational policy and procedural frameworks.


• Implement tactical strategy and delivery plans through the development of operational activities, ensuring the achievement of operational targets.


• Manage multiple channels of taxpayer interaction through continuous improvement.


• Plan for handling work outputs, pull together interdependent activities and specify priorities, standards and procedures to ensure tactical implementation.


• Promote collaboration with other functional areas.


• Provide periodic reports on performance against plan & progress on short-term initiatives & use to realign tactical plan and objectives appropriately.


• Recommend changes to optimise processes, systems, policies and procedures, and execute the implementation of change and innovation initiated by the organisation.


• Timeously communicate top-down policy modification, objective achievement progress and critical success factors to impacted stakeholders.


• Use the insights gained through integrated business reports to measure success and realign tactical strategy implementation objectives appropriately.

Governance

• Implement governance, risk and compliance policy in own practice area to identify and manage governance and risk exposure liability.


• Manage and or advise on the translation and application of policy in a specific functional area.

 People

• Develop and implement appropriate people capacity plans in line with delivery and efficiency targets, on budget and in partnership with specialised area.


• Drive and promote a culture of work centric thinking, productivity, service delivery and quality management in the business unit.


• Integrate new knowledge attained through formal and informal learning opportunities in the execution of your job.


• Plan and implement enhanced organisational efficiency by identifying and addressing development requirements and providing tools for people resources.


• Translate performance expectations into specific metrics and goals to identify and provide effective services, solve problems and achieve objectives.

Finance

• Contribute to the development of divisional budgets to minimise expenditure aligned with divisional plans.


• Draw up a budget aligned to tactical delivery plans, monitor planned vs. actual, minimise expenditure and report on cost efficiency.


• Implement and monitor financial control, management of costs and corporate governance in area of accountability.

Client

• Build strong relationships and implement service level agreements that promote SARS with internal and external stakeholders.


• Deliver on service level agreements entered into with internal and external stakeholders, monitor feedback and adjust as required.


• Develop and ensure implementation of practices which builds service delivery excellence and encourages others to provide exceptional client service.


• Manage an integrated service excellence culture, which builds rewarding relationships and provide opportunity for feedback and exceptional service.

Behavioural competencies

• Accountability


• Customer Service


• Fairness and Transparency


• Honesty and Integrity


• Problem Solving and Analysis


• Stakeholder engagement and management


• Respect


• Trust

Leadership competencies

• Ability to translate strategy into excution


• Concern for Impact of own behaviour on others


• Develops teams and nurtures interdependency


• Inspires others to Positive Action


• Nurtures Future Talent


• Stewardship and Service Orientation


• Strong Results Orientation


• Values and Manages Diversity 

Technical competencies

• Building Customer Loyalty


• Business Acumen


• Change Management


• Contact Centre Professional Development


• Customer Relationship Management


• Decisiveness


• Effective Business Communication


• Functional Policies and Procedures


• Managerial Budgeting


• Planning and Organising


• Planning, Management and Measurement


• Problem Analysis and Judgement

Compliance Competency

GOC Confidential - (a) sensitive information, the unlawful disclosure of which may be harmful to the security or national interest of the Republic or could prejudice the Republic in its international relations;(b) commercial information, the disclosure of which may cause financial loss to an entity or may prejudice an entity in its relations with its clients, competitors, contractors and suppliers. E.g. Taxpayer information

Employment Equity

The Employment Equity policy of SARS will be considered as part of the recruitment and selection process and Persons with Disabilities are encouraged to apply. Successful candidates will be required to undertake an oath of secrecy, pre-employment screening, case study, pre-assessment, psychometric assessment and or vetting, and a declaration of private interest. The appointment is also subject to appropriate reference(s) and security clearance where applicable.