x2 Contact Centre: Team Leader posts at the Department of Home Affairs


SALARY LEVEL:  A basic salary of R359 517 to R420 402 per annum (Level 8).

CENTRE: Head Office, Pretoria, Branch: Institutional Planning & Support, Directorate: Home Affairs Contact Centre.

REQUIREMENTS : • An undergraduate qualification in Public Administration / Social Sciences / Business Management / Marketing / Customer Services / Contact Centre at NQF level 6 as recognized by SAQA • Minimum of 2 years’ experience in a Contact Centre / Customer Service Management environment • Knowledge and understanding of all Departmental legislative prescripts • Knowledge of complaints management policies and guidelines • Knowledge and understanding of the Public Information Management Acts (PAIA and POPIA) • Knowledge and understanding of Public Service Act and Regulations • Knowledge and understanding of the Code of Conduct for Public Servants • Knowledge and understanding of the Batho Pele Principles • Required skills and competencies: Leadership and problem solving skills • Computer literacy • Administrative skills • Time management • Analytical thinking • Planning and Organising • Good written and verbal communication skills • Interpersonal relations • Customer focus • Multitasking • A valid drivers’ license, willingness to travel • Shift work including Saturdays.

DUTIES: The successful candidate will be responsible for, amongst others, the following specific tasks:

  • Manage and monitor the team to ensure operational efficiency and productivity • Ensure agreed Contact Centre standards are consistently met • Supervise the day to day operation of the Contact Centre • Consistently monitor staff levels and liaise with management regarding required adjustments • Identify customer needs and provide information for updates of both FAQ and knowledge base • Advise management of additional product knowledge, motivational and training requirements for Consultants • Assist consultants with difficulty to resolve issues and irate customers through guidance and taking escalated calls and emails • Analyse daily reports and effect improvement plans to alleviate non achievement of SLA’s and targets • Provide performance feedback and coaching, mentoring and development of the Contact Centre Consultants • Participate in performance appraisals for Contact Centre Consultants • Monitor systems and recommend changes / updates to improve performance • Perform general administrative activities in support of the Unit • Manage Contact Centre Consultants • Ensure compliance with Departmental policies and procedures • Ensure smooth flow of information and documents in the office.

ENQUIRIESMs S Mashile, Tel No: (012) 300 8602

Where to submit your applications

Quoting the relevant reference number, direct your comprehensive CV, citing the start and end date (dd/mm/yr) of each employment period to be considered, together with an Application for Employment Form (New Z.83), obtainable from any Public Service department or at, by the closing date to:

Department of Home Affairs, Head Office:

Postal Address: Private Bag X114, Pretoria, 0001

Physical Address: 230 Johannes Ramokhoase (Proes) street, Cnr Thabo Sehume (Andries) street, Pretoria, 0001


Applications must be –

  • sent to the correct address specified at the bottom of the Circular, on or before the closing date;
  • submitted on the new Application for Employment Form (Z.83), obtainable at;
  • accompanied by a comprehensive CV, citing the start and end date (dd/mm/yr) of each employment period to be considered, including the details of at least two contactable employment references (as recent as possible);
  • shortlisted candidates will be required to submit a copy of their ID document, a valid driver’s license (if specified as a job requirement), as well as the relevant highest educational qualifications, on or before the day of the interview. Applicants who possess (a) foreign qualification(s), must also submit the evaluated results of such qualifications, as received from the South African Qualifications Authority (SAQA); and


  • In the filling of entry level positions, preference may be given to unemployed youth / graduates, and / or who have successfully completed their respective skills development programmes, who satisfy the inherent requirements of the post and reside within close proximity to the office where the post is based.
  • Shortlisted Candidates will be subjected to an interview;
  • Candidates potentially considered suitable after the interview, will be subjected to employment suitability checks (credit, criminal, citizenship, employment references and qualification verifications).