totola mofokeng

* Organisation SITA * Main Duties * and * Achievements Make sure that right amount of skills are available per hour, per router * Make sure that agents are available on the telephony system to receive calls and to provide consistent service delivery. * Ensure the answering of routed calls * Draw and compile stats from ITSM 7 for reports. * Draw and compile stats from Aspect for reports. * Mentor peers where mentoring is needed * Ensure that agents attend training/courses/meetings/sessions that they are scheduled for on a daily basis. * Update Leave rooster and ensure that the agents fill in their leave on the system. * Monitor the shifts.

Organisation SITA Main Duties and Achievements (Gateway Call Centre), Inbound Government Contact Centre, answering a number of questions regarding, amongst others, the process involved for accessing the government services, legal instruments that enable the service, forms required, costs charged and minimum standards. (Sassa Call Centre), answering number of questions regarding grants enquiries on a Socpen system amongst others, Types of grants, where do you apply for a grant? Date of approval, Unsuccessful application, Methods of payment, Suspension of grants, Restoration of grants, Main reasons for lapsing grants, Reviews, Social Relief of Distress and - Amounts of Grants. Fraud Hotline - Logging fraud calls on the fraud hotline call desk system(ITSM7) for the citizens reporting fraud for social grants Facility Calls - Logging facility calls to the ITSM 7, on behalf of internal employees at Sita. Escalation Client Support Team, Presidential Hotline

* Telephony support to Public Liaison Officer’s * Monitoring PLO access to ITSM7 * Monitoring calls assigned to Province / Ministry (Phone Modify PLO if calls are not assigned or updated). * Update work log with any communication (office and cell phone) * Monitoring Compliments / Suggestions for Province / Ministry * Monitoring Corruption calls * Daily updating of PLO database and report – sent to Supervisor / and or Manager * Monitoring of calls assigned to Presidency – Incorrect assignments * Monitoring quality of 1st line logged calls * Update calls on behalf of Public Liaison Officer’s * Assign calls on behalf of Modify PLO’s (only if they request it – remember to update the call). * Drafting Report to Public Liaison Officer’s Supervisors