National Customer Services Centre Manager
National Customer Services Centre Manager
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Salary Not Disclosed
1 Vacancy
Job Description
National CSC Manager
Minimum Requirements:
- Matric (Grade 12)
- A degree in management business administration and/or marketing diploma in Contact Centre Management is advantageous but not mandatory
- Valid Code EB drivers license
- A minimum of 7 years of call center experience with at least 3 years at the supervisor/management level
- Proven experience in a similar environment (i.e. FMCG JIT Supply Chain Logistics)
Responsibilities:
1. Client Relationship Management
- Develop strong rapport with key clients.
- Build trust integrity and confidence in the service provided.
- Manage service levels in accordance with SLAs.
2. Business Development / Improvements
- Drive optimization of basket and volume participation.
- Maintain uptodate knowledge of supply chain and telesales functions.
- Engage in continuous research communication and networking.
3. Standard Operating Procedure Management
- Ensure documented and updated best operating practices are applied.
- Ensure policy manuals are in place.
- Drive a culture of excellence through call centers.
- Establish measurement and control systems for staff efficiencies and service levels.
4. Technology Support Implementation
- Implement appropriate cuttingedge technology and communication systems.
- Develop processes and methods.
5. Budget Management and Strategy Execution
- Set manage and control the customer service center sales budget and costs.
- Plan and scope capex requirements.
- Achieve budgeted revenue and margins linked to orders/sales.
- Report monthly performance budget variances and KPIs to the National Sales Manager.
- Implement strategic and operational targets through team targets aligned crossfunctionally.
6. Reporting and Administration
- Run analyze and act on daily reports.
- Report on monthly Customer Service Centre measurements (calls in calls out total duration directs/standard/EDI/uplift).
- Improve performance through daily monitoring of call center efficiency reports.
7. Sales Volume Monitoring
- Identify and drive sales opportunities within call center teams.
- Analyze daily sales reports ensure targets are met and take action when necessary.
8. Staff and Team Management
- Identify personnel requirements and participate in selection.
- Lead and develop staff within the context of relevant labor legislation.
- Monitor staff performance and provide regular feedback.
- Ensure service levels are met and protocols adhered to.
- Coach and support staff to achieve objectives.
- Manage staff leave and time management in line with organizational standards.
- Manage career development succession plans and training opportunities.
- Conduct performance appraisals and regular meetings.
- Address poor performance according to company policy and legislation.
- Establish effective communication structures and systems.
Employment Type
Full Time
