Assistant Director: Call Centre

About the role

The Department of Roads and Transport (Gauteng) is hiring an Assistant Director: Call Centre in Customer Relations Management, based in Bedfordview. This is a permanent post, paying R487,197 a year. How to apply: All applications to be submitted online on the following link: online at https//jobs.gauteng.gov.za Reference number to quote: REFS/057121 Closing date: 06 November 2026 Use the new Z83 form and attach a detailed CV. Note: Applicant must ensure that they complete all sections on the online Z83 and attached a detailed CV with at least three (3) contactable references. Failure to complete or disclose all required information will automatically disqualify the applicant. No late applications will be accepted. Shortlisted candidates will be required to submit certified copies of qualifications, identity document and driver’s license on or before the day of the interview. It is the applicant’s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA). The National Department of Forestry, Fisheries and the Environment is an equal opportunity, affirmative action employer. Preference may be given to appointable applicants from the underrepresented designated groups in terms of the Department’s equity plan. Persons with disabilities are encouraged to apply. Correspondence will be limited to successful candidates only. Short-listed candidates will be subjected to screening and security vetting to determine their suitability for employment, including but not limited to: Criminal records; Citizenship status; Credit worthiness; Previous employment (reference checks); and Qualification verification. Short-listed candidates will be expected to avail themselves at the Department’s convenience. Entry level requirements for SMS posts: In terms of the Directive on Compulsory Capacity Development, Mandatory Training Days & Minimum Entry Requirements for SMS that was introduced on 1 April 2015, a requirement for all applicants for SMS posts from 1 April 2020 is a successful completion of the Senior Management PreEntry Programme as endorsed by the National School of Government (NSG) prior to appointment. The course is available at the NSG under the name Certificate for entry into SMS and the full details can be obtained by following the below link: https://www.thensg.gov.za/training-course/sms-preentryprogramme. 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. Selection panels shall score both technical exercises as an additional criterion in the interview process. All shortlisted candidates for SMS posts will be subjected to a technical exercise and interview. Following the interview and technical assessment for all SMS posts, a maximum of three (3) SMS candidates will undergo psychometric assessments to assess cognitive capabilities, behavioural preferences, emotional intelligence, and integrity in compliance with the DPSA Directive on the implementation of competency-based assessments. Persons appointed will be subjected to a security clearance, the signing of performance agreement and employment contract. The Department reserves the right not to make an appointment. If you have not been contacted within three 3 months after the closing date of the advertisement, please accept that your application was unsuccessful. By submitting the employment application form, you agree and consent in terms of Section 11(1) of the Protection of Personal Information Act (POPIA), 2013 (Act 4 of 2013), for your personal information which you provide to the DFFE to being processed by the department and its employees, agents, Cabinet committees, and subcontractors for recruitment purposes, in accordance with the POPIA of 2013. For general enquiries please conduct Human Resources on 010 345 1535. NB: If you do not receive any response within 3 months, please accept that your application was unsuccessful. No faxed, post or hand delivered, and late applications will be considered.

Responsibilities

• Manage the implementation of prescribed policies: Adhere to and promote legislative, departmental prescripts and the code of conduct for the public service.
• Monitor compliance with call centre processes, procedures and internal controls of the entity, promote the application of Batho Pele Principles and customer service best practices, Develop and implement operational improvement initiative in response to identified service delivery gaps and operational requirements.
• Supervise and monitor daily call centre operations:
• Allocate operational resources to support effective call centre service delivery, monitor customer interactions and service delivery standards within the call centre environment, Maintain working relationships with internal and external stakeholders
• Coordinate call centre reporting and administrative functions
• Monitor customer query resolution and client support services: Monitor the resolution of customer queries and complaints within agreed turnaround times, provide guidance to clients on products, services and operational processes of the entity, track escalated queries and coordinating corrective actions where required, Analyse customer service trends and provide recommendations for continuous improvement.
• Coordinate vehicle allocation, Maintenance bookings and returns: Coordinate the issuing of short-term rentals to clients, coordinate the receiving and issuing of vehicles scheduled for maintenance and repairs booking, facilitate the handover process to asset management.
• Supervise Resource: Provide operational guidance and support to the component, Supervise and support staff in the execution of daily activities, monitor utilisation of financial and operational resources within the unit, compile budgetary inputs and provide recommendations on operational resource requirements, Facilitate staff development and promote continuous improvement within the component.

Requirements

• A minimum 3 year National Diploma (NQF Level 6) in Public Administration/Business Administration Management.
• 3-5 years’ supervisory experience in call Centre/Operations Management environment.
• Valid Driver’s License.
• Computer literacy.
• Knowledge: Effective communication, writing and reporting skills.
• Knowledge:
• Customer Management
• Result/quality Management
• Innovation/Continuous improvement
• Problem Solving
• Analytical
• Negotiation
• Decision Making
• Communication
• Initiative
• Diversity awareness