CRMD040-2026 Functional Head: Outbound Contact Centre at City of Tshwane

Appointment requirements


An appropriate three-year career-related tertiary qualification (national diploma or degree) in Public Administration, Management or any other study field related to the position
At least six years' working experience in a customer care and call centre management environment
Supervisory experience will be an added advantage
A valid Code B driving licence
Computer literacy with knowledge in SAPCRM, SAP BW/BI/SAPBO
Candidates must be willing to work at any of the City's call centres, walk-in centres and/or offices depending on operational requirements
Must undergo a criminal record check and such a person shall allow their fingerprints to be taken by the Tshwane Metro Police Department at own cost


Primary functions


Monitor adherence to human resources and office policies and procedures
Ensure the effective and efficient management of centres by implementing directives
Implement and report regularly on norms and standards in call centres
Run weekly SAP reports on changes and on opening inactive accounts
Liaise with internal and external stakeholders
Participate in and initiate continuous improvement and corrective actions