Customer Engagement Centre Supervisor at Anglo American

Job Description:

You will be responsible to oversee the Contact Centre/Walk-In Centre (Platinum) within EMEA ES Global Shared Service including the effective integration of processes within GSS to ensure efficient and effective resolution of customer queries within the GSS scope of service offerings as well as the associated processes of employee engagement and inbound document management. 

• Oversee the day-to-day customer service operation in Thabazimbi and Rustenburg Region (Precious metals, Base metals and Waterval Smelters). Travelling will be required between the operations.

• Capacity management to ensure there is always a GSS presence at all Walk-In Centres.

• Provides performance evaluations, feedback, and identifies and supports workforce development opportunities

• Assists with the resolution of issues escalated beyond and escalates issues and Incidents to the GSS resolvers, as appropriate

• Monitors and reports escalation and resolution processes for customer queries

• Continually monitor coverage and response times to achieve Service Level Agreement (SLA) metrics and take remedial action where required

• Control and monitor systems operations and compliance to policies by; identifying trends, investigation of potential problems and improvement opportunities

• Work with the CE Coordinator in the assessment of customer feedback surveys

• Encourage the development of a trusting and mutual respect relationship with customers and stakeholders

• Works with the CE Coordinator to staff and manage resources

• Responsible for printing, sorting and distributing of payslips to Walk-In Centres (Thabazimbi and Rustenburg)

You will be required to travel between Rustenburg and Thabazimbi. 

Qualifications:

You must have: 

• A relevant HR/Payroll 3 year qualification is required.

Technical Knowledge:

• At least 3 years’ experience of which:

• 2 years were at a supervisory level;

• 3 years were in Customer Service Delivery

• Knowledge of SAP systems. SAP MSD would be advantageous.

• Excellent communication, analytical and problem-solving abilities with a focus on detail

• Proficient in Microsoft Office

• Excel Intermediate Level

Additional information:

• Valid South African drivers licence.

• Certificate of Fitness.

• Must comply with site safety requirements which will include medicals.

When you join Anglo American, you can expect to enjoy a competitive salary and benefits package. But more than this, you’ll find yourself in an environment where the opportunities for learning and growth are second to none. From technical training to leadership programmes, we bring out the best in our people. There are plenty of opportunities to move onwards and upwards too. We’re a large, successful multinational company – and we’re still growing all the time.

Who we are

Anglo American is a global diversified mining business. Our portfolio of world-class mining operations provides the metals and minerals that make modern life possible. We use innovative practices and the latest technologies to discover new resources and mine, process, move and market our products to our customers around the world.

As a responsible miner – of diamonds (through De Beers), copper, platinum and other precious metals, iron ore, coal and nickel – we are the custodians of what are precious natural resources. We work together with our key partners and stakeholders to unlock the sustainable value that those resources represent for our shareholders, the communities and countries in which we operate and for society at large. Anglo American is re-imagining mining to improve people’s lives.