DEPUTY DIRECTOR: CALL CENTRE REF NO: DD – CC/2026/06-1P Client Relationship Management Permanent The purpose of the role is: to manage inbound and outbound Call Centre functions to deliver services propositions which align with business and channel strategies.

A relevant three-year bachelor’s degree/National Diploma or equivalent three- year qualification (at least 360 credits) with six (6) years appropriate proven experience in the field of Customer Service management with three (3) years in management or middle management experience. Knowledge of Service centered services. Knowledge of Call Centre performance management. Knowledge of Financial planning and budget management. Knowledge of Business processes management. Knowledge of Client Relationship management. Knowledge of change management. Operational excellence. Leadership skills. Call centre operations management skills. Interpersonal skills. Business analysis skills. Communication skills. Organizational skills. Decision making and judgement skills. Planning and managing resources skills. Problem analysis and solving skills. Business leadership. Customer Oriented. People management. Communicate effectively at all levels. Work independently. Ability to work independently. Ability to delegate. Integrity, reliability and honesty.

The successful candidate will be responsible for the management of customer relationship in the: Region, which inter alia include but is not limited to: Manage the handling of incoming and outgoing calls: Monitor the application of appropriate actions to effectively control incoming and outgoing calls. Monitor the log-on time and agent’s availability. Manage call queuing time and allocate call to available agent. Oversee and manage the performance report of the call systems and advise the supervisors and agents on areas that still need improvement. Manage random calls to improve quality, minimize errors and track operative performance. Manage proper openings and closing of calls according to call centre process documents. Oversee and manage all complicated queries referred to by supervisors. Monitor and manage resources for supervisors and agents to effectively provide solutions to clients. Manage the effective utilization of resources to achieve operational strategic goals. Develop and implement contact centre strategy. In conjunction with the Senior Manager, develop and implement GPAA contact centre strategy that meets organizational objectives and aligns with GPAAs overall strategy. Measure the effectiveness of call centre on an ongoing basis and make recommendations to review and amend the strategy appropriately. Report back to the senior manager and other key internal stakeholders at regular intervals to ensure that strategy is fit for purpose. Attend pensioner functions to share information. Manage the implementation of the Call Centre policies and procedures. Monitor guidance in inbound and/or outbound calls to supervisors and agents with appropriate procedures aligned to the Fund policies and procedures. Monitor policies and procedures for areas of improvement and enhanced Customer Centre. Oversee and communicate changes in policies and procedures to the supervisors and staff. Ensure consistent compliance to GPAA policies and procedures, corporate governance and relevant legislation. Build, maintain and manage relationships and operational level agreements with other business units and ensure timeous response to queries forwarded to them. Manage and develop staff. Continually strives to up skill and motivate staff through effective leadership, mentoring, coaching and performance improvement and the creation and implementation per individual development plans. Identify development and succession planning requirements. Ensure appointment is in line with employment equity targets/strategy. Monitor that outputs achieve business requirements. Facilitate staff productivity and efficiency, minimizing absenteeism and turnover figures. Motivate staff through the implementation of various reward mechanisms. Facilitate departmental communication through appropriate structures and systems. Manage the budget of the unit and monitor expenditure patterns as per the prescripts.

Mapule Mahlangu Tel No: (012) 399 2639 [email protected]

To apply visit: https://erecruitment.gpaa.gov.za/

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. It should be noted that the GPAA does not support the use of Artificial Intelligence (AI) in any of its recruitment and selection processes and will disqualify an application if it picks up the use of AI when completing assessments without acknowledging the source of information. Successful completion of the Nyukela Public Service SMS Pre-entry Programme as endorsed by the National School of Government, available as an online course on https://www.thensg.gov.za/training-course/sms-pre-entry-programme/, prior to finalisation of appointment, is a requirement for all SMS positions. For SMS positions, certain candidates may be required to undergo additional Psychometric Assessments. Applicants must note that pre-employment checks and references will be conducted once they are short-listed and the appointment is also subject to a positive outcome on these checks, which include, but not limited to: security clearance, security vetting, qualification/study verification, citizenship verification, financial/asset record check, previous employment verification and criminal record. Applicants will be required to meet vetting requirements as prescribed by Minimum Information Security Standards in line with the new DPSA Directive effective 01 April 2024. By submitting your application, it also means you consent to the GPAA processing your information for Human Resources Management purposes. It is the applicant’s responsibility to have all their foreign qualifications (this includes O and A level certificates) evaluated by the South African Qualifications Authority (SAQA), at your own expense. Upon appointment, successful candidates will be required to sign a Performance Agreement within 3 months from date of appointment and for candidates whose appointment exceeds 12 calendar months will be appointed on probation for the period of twelve (12) calendar months excluding leave taken as prescribed by Public Service Regulation 68. The status of your application will be visible on the e-Recruitment system. However, if you have not received feedback from the GPAA within 6 months of the closing date, please regard your application as unsuccessful. The candidate must take note: It is the GPAA’s intention to promote equity (race, gender and disability) through the filling of this post(s) with a candidate whose transfer/promotion / appointment will promote representativeness in line with the numerical targets as contained in GPAA’s Employment Equity Plan. Note: The GPAA reserves the right not to fill the below-mentioned posts, withdraw or to put on-hold a position and/or to re-advertise a post. The GPAA is compliant with the requirements of POPIA.

PSV Circular 21 of 2026, Post 21/80