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COMMISSION FOR CONCILIATION, MEDIATION AND ARBITRATION (CCMA) 
 


​MANAGER: CONTACT CENTRE
National Office
Ref: MCC03-24
Post level: 06
The National Office has a vacancy for Manager Contact Centre.
 
Purpose: Manage the functionality and staff of the CCMA Contact Centre i.e. Information Services as well as Call Centre and observing allocated budget. Ensure the improvement of systems, operational processes, compliance with legislation, SOPs, policies and best practice. Continuously assess and mitigate risks facing the Contact Centre and facilitate maximum performance through effective operational planning, monitoring and oversight. Foster and maintain professional relationships with all internal and external stakeholders. Quarterly and annual reporting to DP&R Management as well as contributions to the DP&R Governance reporting to the GB and GB sub-committees.

Key Performance Areas (Include but not limited to):
  • Contact Centre – Operations and Financial Management
  • Information Centre Management
  • Contact Centre Performance monitoring and reporting
  • People Management
  • Risk and Compliance Management
 
Key Requirements:                                                                      
  • Diploma/Degree in Labour Law/HR or similar qualification/ in-house Commissioner training or LDRP
  • 5 years’ experience in the dispute resolution environment / HR advise within a Call Centre environment of which 2 years in Management; report writing, exposure to risk registers, business continuity.



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Closing date:  02 April 2024
 
To respond in confidence, please send your detailed CV, copies of your qualifications, and a covering letter disclosing information that will assist the panel in considering your application to: recruitment@ccma.org.za
  
“When responding to the advert please ensure that the position reference Ref: MCC03-24 is quoted first on the subject line, as is.  And that the application is sent to the email address contained herein. Failure to observe this protocol may result in your application being disqualified.”
 
If we have not responded within a Month from the closing date, you should regard your application as unsuccessful. Correspondence will only be entered into with short-listed candidates. The CCMA reserves the right not to make an appointment. It is the intention of the CCMA to promote representivity in respect of race, gender and disability through the filling of the posts. Preference will be given to candidate from the designated groups.