Deputy Director: Call Centre | Government Pensions Administration Agency | Pretoria Position Available
| Job Title | Deputy Director: Call Centre | Government Pensions Administration Agency | Pretoria |
| Company | dpsa |
| Job Reference | DD-CC/2026/06-1P |
| Category | Government Jobs |
| Location | Pretoria, ZA |
| Employment Type | Full Time |
| Date Posted | 2026-06-25T16:37 |
| Closing Date | 2026-07-03T18:36 |
| Status | Open for Applications |
| Salary | ZAR 780147 - 932292 per year |
Deputy Director: Call Centre | Government Pensions Administration Agency | Pretoria - Job Description
Introduction
The Government Pensions Administration Agency is looking for a skilled and experienced call centre leader to manage their inbound and outbound contact centre operations in Pretoria. If you have a strong background in call centre management and a passion for delivering exceptional service to members of the public, this Deputy Director post offers excellent pay and a meaningful career in government.
About the Company
As Deputy Director of the Call Centre, you will be responsible for managing the full contact centre operation that serves government pensioners and employees who contact the GPAA by phone. This is not simply a supervisory role — you will develop and implement the call centre strategy, monitor performance metrics, manage staff, oversee policy compliance and drive continuous improvement in the quality of service delivered through the contact centre channel.
You will work closely with the Senior Manager and other business units to ensure that the call centre is aligned with the GPAA's overall service strategy. You will also attend pensioner functions and community engagements to stay connected with the people the call centre ultimately serves. It is a high-pressure, high-reward role for someone who genuinely understands the mechanics of call centre operations and knows how to get the best out of a team.
Responsibilities
• Monitor and manage all incoming and outgoing calls across the contact centre
• Monitor agent log-on times, availability and call queue times
• Manage call quality through random call monitoring to track performance and minimise errors
• Manage and review call centre performance reports and advise supervisors and agents on improvements
• Oversee resolution of complex queries referred by supervisors
• Develop and implement the GPAA contact centre strategy in conjunction with Senior Management
• Monitor and update call centre policies and procedures regularly
• Ensure consistent compliance with GPAA corporate governance and relevant legislation
• Build and maintain operational-level relationships with other business units
• Manage, develop, mentor and coach call centre staff
• Manage the budget of the unit and monitor expenditure
Required Qualifications
• A relevant three-year Bachelor's Degree, National Diploma or equivalent qualification (at least 360 credits)
• Six years of appropriate proven experience in Customer Service Management
• Three of those six years must be in management or middle management
• Knowledge of: Service-centred services, Call Centre performance management, Financial planning and budget management, Business Process Management, Client Relationship Management, Change Management
• Skills: Operational excellence, Leadership, Call centre operations management, Interpersonal skills, Business analysis, Communication, Organisational skills, Decision making, Planning and managing resources, Problem solving
• Personal attributes: Customer-oriented, people management ability, able to communicate at all levels, ability to delegate, integrity, reliability and honesty
How to Apply
1. Visit https://erecruitment.gpaa.gov.za/ and log in or create your profile.
2. Complete your profile fully and accurately — incomplete profiles will not be considered.
3. Upload your qualifications, ID and Matric certificate. Certified copies will only be required at interview stage.
4. Find reference number DD-CC/2026/06-1P and submit your application online.
5. Submit before 12:00 midday on 03 July 2026. The system closes at this time and no exceptions are made.
6. For enquiries contact Mapule Mahlangu at (012) 399 2639 or Enquiries.erecruitment@gpaa.gov.za
TIPS TO STRENGTHEN YOUR APPLICATION
• Call center management is a specialized field. Be very specific in your profile about the size of the call center you managed, the number of agents you supervised, and the performance metrics you were responsible for.
• Knowledge of call center systems and performance management platforms will strengthen your application significantly. Name the systems you have used.
• Your three years of management experience must be verifiable — ensure that previous employers listed in your profile can confirm your managerial role.
• The GPAA explicitly states it does not allow AI assistance in assessments. Prepare your own responses and demonstrate your genuine knowledge of call centre operations.
• Leadership and people development skills are highly valued here. Provide concrete examples in your profile of how you have coached, developed or turned around underperforming teams