EXTERNAL ADVERTISEMENT Closing date for applications: 27 July 2010 Reference Number
Operational Specialist: Effectiveness x 4
Position Reports to
National Workforce Manager: Processing
1 x Bellville 1 x KZN 1 x Gauteng Central 1 x Gauteng North
20 July 2010
Job Purpose: Empower, motivate and develop a community of Contact Centre Effectiveness Team Members within the Regional Contact Centre ensuring that all key effectiveness performance targets are met. Work with other Contact Centre Managers and the National Effectiveness Team to ensure consistency and integration across the Contact Centre as a whole. To improve taxpayer service and to educate and expand the tax base through ensuring the efficient running of the Regional Effectiveness Teams. Manage the operational functioning of the Regional Contact Centre Effectiveness Teams component in a manner that ensures effective utilization of resources within the Contact Centres. Duties: 1. Communicate the Contact Centre Effectiveness Vision and Strategy to teams securing buy in and increased commitment. Re-enforce vision in everyday interactions with team members. 2. Contribute to the development of an Annual Operating Plan for the Effectiveness Structure as a whole. Ensure that Team Members and CC Operational Team contribute to this process and feel ownership for its delivery. Ensure that the issues of most concern to them are reflected in Annual priorities and plans. 3. Participate with other mangers in the Contact Centre on the daily focus meetings. Work with other managers to ensure consistent Management Practices across the Contact Centre. 4. Set clear goals and objectives for own teams, ensuring that these have been agreed with the Snr Manager Contact Centre and the National Effectiveness Management team. 5. Ensure that all Team leaders / Effectiveness TM and CC TM fully understand their key performance indicators and understand how to track and improve their own performance. Use statistics and other performance data to motivate the teams to improve overall performance. 6. Working closely with the National Workforce Manager to ensure service levels are met by ensuring adherence to rosters, breaks, available time as well as managing attendance.
7. Monitor and track the Centre’s performance, identify bottlenecks and areas to gain efficiencies and devise remedial plans with the National Effectiveness Teams. 8. Conduct a daily focus meeting with direct reports to focus on previous days results, share headline news, provide motivation, celebrate success, ensure consistency and energise the team. 9. Ensure that all Quality Assessors attend the centres start up sessions daily and that QA provide focussed feedback to the teams that empowers and motivates. Ensure effective communication within own team and between own team and others. 10. Conduct a bi-weekly one hour Quality Circle meeting with the following role players ensuring that timely decisions are made at the right level and with the involvement of the right people (Snr Manager, Managers, Representatives with QA, a TL and two Agents/Consultants. 11. Re enforce a customer first culture and keep in touch with what is happening in the front line by listening to calls on a regular basis. 12. Carry out monthly performance reviews against agreed objectives with each direct report. Conduct at least one formal coaching session with each direct report per month focusing on key areas for development. Sit in on meetings, coaching sessions or other management activity to observe the performance of individual Team leaders. Ensure each team member has a written Personal Development Plan. 13. Participate in the recruitment of the effectiveness structure’s Team Members ensuring that quality staff are hired in accordance with agreed procedures. 14. Orientate and train new Team Leaders on SARS NCC Quality Assurance and WFM Principles, practices and expectations and also ensure the effective orientation of new Team Members in own team into the Call Centre. 15. Ensure high standards of product knowledge and adherence to protocols by holding regular tests of product knowledge and protocols for all Team Members. Give quality advice to team members by personally keeping up to date on all protocols and product changes. 16. Ensure changes are planned and implemented effectively within own teams. 17. Celebrate success and reward and recognise the contributions of all team members including Team Leaders, fully participate in formal and informal recognition procedures. Give regular timely motivational feedback to operations. 18. Carry out disciplinary procedures in strict accordance with Company procedures as required. 19. Maintain Service Level Agreements between SARS Contact Centre and other SARS functions. 20. Liaise with Technology to ensure maximum availability of the contact centre platform and systems. Knowledge & Skills: An appropriate recognised tertiary qualification (Management, etc.) 5 – 7 years experience in a service environment 2 – 3 years successful experience as a Manager or Team Leader in a WFM / Quality Assurance Environment A track record of empowering, motivating and developing others Understanding of the Contact Centre environment, basic Contact Centre technology and of Contact Centre best practice High level of communication and interpersonal skills Has experience in a customer facing environment Experience of change has planned and implemented change successfully Education & Experience: An appropriate recognised tertiary qualification (Management, etc.) 5 – 7 years experience in a service environment
Employment Equity The Employment Equity policy of SARS will be considered as part of the recruitment and selection process. For statistical purposes, please indicate your Equity status (race, gender and disability) on your CV. Successful candidates will be required to undertake an oath of secrecy, pre-employment screening and or vetting, and a declaration of private interest. The appointment is also subject to appropriate reference(s) and security clearance if applicable.
Please email detailed CV to and indicate the reference number and the job title of the vacancy you are applying for in the subject line.