ADMINISTRATION OFFICER (SHARED CONTACT CENTRE)

Department of Health

Reference number: ECHEALTH/AO-SCC/HO/ES/01/07/2026
Salary: R338 106 - R398 277 per annum (Level 07)
Centre: Shared Contact Centre, East London
Province: Eastern Cape
Closing date: 31 July 2026
Circular: No 25 of 2026

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Requirements

National Senior Certificate, National Diploma (NQF Level 6) as recognized by SAQA in Social Sciences/Contact Centre Operations Management or related fields coupled with 1-2 years’ experience in Contact Centre environment. Knowledge of public service regulation, mandate of Eastern Cape Department of health as well as standard operating procedure of the Contact Centre environment, Knowledge and skills on CRM and CCC interpersonal communication skills. Computer literate. The candidate will be expected to work shifts in Contact Centre renders a 24-hour service.

Duties

Supervising and meeting performance targets for speed, efficiency, and health service promotions and quality for both Inbound and Outbound operations. Supervise the daily operative running of the Shared Contact Centre liaising with Contact Centre management team to gather information and resolve conflicting operative issues. Monitoring random calls to improve quality. Minimize errors and track operative performance. Reviewing the performance of Contact Agents. Identifying training needs and planning on job training sessions. Recording statistics, user rates and the performance levels of the Contact Centre and preparing reports. Handling the most complex customer complaints or enquiries. Organizing staffing, including shift patterns and the number of staff required to meet demand (Call volumes and trends analysis). Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes. Forecasting and analysing data against budget figures on a weekly and/or monthly basis. Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products. Supervise contact centre agent as well logging of queries on CRM as defined in the standard operating policy of the centre.

Where to send your application

Applications must be submitted as follows: via the provincial e-recruitment system accessible at: https://ecprov.gov.za and/or at https://erecruitment.ecotp.gov.za The Provincial e-Recruitment System is available 24/7 and closes at 23: 59 on the Closing Date. To report any e- Recruitment System challenges send an email with your (i) ID Number, (ii) profile email address, (iii) details of your issue to: erecruitment@agriculture.gov.za Do not send any applications to this email address; should you do so, your applications/ CV will be regarded as lost and will not be considered. Technical support is limited to working hours: (08:00-16:30 Mon-Thursday and 08:00- 16:00 on Friday). Hand-delivered/ E-Mailed/ Faxed/ Posted applications will not be accepted.

Enquiries

Dr Z Ntlube Tel No: (043) 711 0699 For e-Recruitment Enquiries: RecruitmentHeadOffice@echealth.gov.za

Taken from Public Service Vacancy Circular 25 of 2026, published by the Department of Public Service and Administration on 17 July 2026. Open the PDF to check this post against the original. Last checked 30 July 2026.

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