Job Description

Faculty
Department
Cape Peninsula University of Technology -> Marketing & Communication -> Marketing & Comm Admin
Campus/ Location
Bellville Campus - Bellville, Cape Town, WC ZA (Primary)

Job Type
Permanent
Occupational Function
Support / Admin
Number of Positions
1
Annual Salary Package (incl. Medical Aid rate based on principal member only)
To be confirmed
Advert Closing Date
19/10/2025
Job Purpose
The Call Centre is the CPUT's front-facing customer interaction unit. It is often the first point of contact a student or stakeholder has with the university. During peak times the call centre answers about 32 000 calls per month.

The Call Centre Supervisor is responsible for managing the daily running of the Call Centre as well as supervising and monitoring the performance of staff.


Job Knowledge, Skills and Experience
National Diploma in Public Relations/Marketing or equivalent qualification At least 3 years Higher Education Call Centre experience

Recommended

: Call Centre supervisory experience will be advantageous Key Performance Areas / Principal Accountabilities
Managing the daily running of the Call Centre Setting and meeting performance targets for speed, efficiency and quality Liaising with operators and third parties to gather information and resolve issues. Monitoring random calls to improve quality, minimize errors and track operator performance Reviewing the performance of staff, identify training needs and planning training sessions Recording statistics, user rates and the performance levels of the centre and preparing reports Handling the most complex customer complaints or enquiries Organizing staffing and the number of staff required to meet demands Coaching and motivating to retain staff Analysing performance statistics and making decisions on the basis of these statistics Improving performance by raising efficiency and sourcing new equipment to enable this Competencies
Excellent communication and problem-solving skills Good interpersonal skills Good organizational skills A strong customer focus and an ability to work well in teams An excellent telephone manner Ability to help others work towards targets and develop their skills Leadership skills and the ability to motivate and develop staff Confidence and a good business sense Ability to set, meet and exceed targets General Information
Closing date: 19 October 2025

For Enquiries: makin@cput.ac.za

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The Cape Peninsula University of Technology is committed to Employment Equity and aims to attract and retain talented individuals to achieve our equity objectives and therefore, people from the designated groups, including those with disabilities are encouraged to apply. Preference will be given to applicants whose appointment contributes towards the achievement of demographic representation. We reserve the right not to make an appointment.