ASSISTANT DIRECTOR: CALL CENTRE

The Assistant Director: Call Centre is a supervisory position within the Customer Relations Management directorate, based in Bedfordview. Operating within the National Department of Forestry, Fisheries and the Environment, this role is central to ensuring that the department’s call centre delivers efficient, responsive and citizen-centred services. The position requires a leader who can manage daily operations while also driving continuous improvement, policy compliance and stakeholder satisfaction. Working within a government environment, the successful candidate will need to balance operational demands with the Batho Pele principles and broader public service expectations, making sure that every interaction with clients reflects professionalism and accountability.

Candidates must possess a minimum three-year National Diploma at NQF Level 6 in Public Administration, Business Administration or Management, together with three to five years of supervisory experience in a call centre or operations management environment. A valid driver’s licence and computer literacy are essential. The role also demands strong knowledge and skills in effective communication, writing and reporting, customer management, quality and results management, innovation, problem solving, analytical thinking, negotiation, decision making, initiative and diversity awareness. These competencies are necessary to manage both people and processes effectively, and to respond to the varied needs of clients and internal stakeholders.

The main duties are broad and include managing the implementation of prescribed policies, promoting compliance with legislative and departmental prescripts, and upholding the public service code of conduct. The Assistant Director must monitor adherence to call centre processes, procedures and internal controls, and embed Batho Pele principles and customer service best practices across the component. A key part of the role is supervising and monitoring daily call centre operations, allocating operational resources, evaluating customer interactions, and maintaining strong working relationships with internal and external parties. The position also coordinates call centre reporting and administrative functions, monitors the resolution of customer queries and complaints within agreed turnaround times, provides guidance to clients on products and services, and tracks escalated queries while coordinating corrective actions. Additionally, the role involves analysing customer service trends and making recommendations for continuous improvement.

Another significant responsibility is the coordination of vehicle allocation, maintenance bookings and returns, including the issuing of short-term rentals to clients and managing the handover of vehicles scheduled for maintenance or repairs to asset management. The Assistant Director also supervises resources by providing operational guidance and support, monitoring the utilisation of financial and operational resources, compiling budgetary inputs, and facilitating staff development to promote continuous improvement within the unit. This is a demanding but rewarding position for a candidate who thrives in a customer-focused, compliance-driven environment.

The department is an equal opportunity, affirmative action employer, and preference may be given to appointable applicants from designated groups in line with its equity plan. Persons with disabilities are encouraged to apply. Applicants must complete the online Z83 form and attach a detailed CV with at least three contactable references. Shortlisted candidates will be expected to submit certified copies of their qualifications, identity document and driver’s licence before the interview, and those with foreign qualifications must have them evaluated by the South African Qualifications Authority. All shortlisted candidates will be subjected to screening and security vetting, including checks on criminal records, citizenship, creditworthiness, previous employment and qualifications. If applicants do not receive feedback within three months of the closing date, they should consider their applications unsuccessful.