Manager: Contact Centre

The South African Revenue Service SARS · Durban, KwaZulu-Natal

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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 AdministrationNQF 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

Leadership competencies

Ability to translate strategy into excution

Technical competencies

Deadline:2th August,2026