National Customer Service Centre Manager

2 weeks ago

Durban, KwaZulu-Natal, South Africa RCL FOODS Careers Full time
RCL Foods is seeking a Customer Service Centre (CSC) Manager to join the Vector Logistics Division. The role will be based in eThekwini and will report to the Sales Director.


RCL Foods entrusts the CSC Manager to manage the entire CSD and PSD call centre operation, driving the implementation of appropriate call centre standards, measurements, resourcing and training; maximizing call centre efficiencies and controls; and ensuring that desired service levels are provided to customers.


Duties & Responsibilities:

Relationship Management

  • Develop a strong rapport with key clients and continuously builds trust, integrity and confidence in the service being provided.
  • Manage service levels in accordance with agreements (SLA's) with customers.

Business Development / Improvements

  • Drive the optimisation of basket and volume participation.
  • Maintain an uptodate knowledge of supply chain and telesales functions through continuous research and communication and networking with similar operations.

Standard Operating Procedure Management

  • Ensure documented and updated best operating practices and procedures have been established and are being applied.
  • Ensure policy manuals are in place.
  • Drive a culture of excellence through the call centres.
  • Establish measurement and control systems to drive staff efficiencies and service levels.

Technology Support Implementation

  • Implement appropriate cutting edge technology, communication systems, processes and methods.

Budget Management and Strategy Execution

  • Set, manage and control the overall customer service centre sales budget and costs and ensure appropriate controls are in place.
  • Initiate, plan and scope any capex requirements.
  • Ensure that the budgeted revenue and margins are achieved linked to orders/sales for the business as per the annual budget.
  • Report monthly performance, budget variances and KPI's to the National Sales Manager.
  • Ensure that the agreed strategic and operational targets are implemented through team targets and that these are aligned cross functionally within the broader business.

Reporting and Administration

  • Ensure that all daily reports are run, analysed and acted upon where required.
  • Report on monthly Customer Service Centre measurements: calls in calls out total duration directs/standard/EDI/uplift.
  • Improve performance by driving efficiencies through the daily monitoring of call centre efficiency reports.

Sales Volume Monitoring

  • Identify sales opportunities and drive them within the call centre teams.
  • Analyse daily sales reports and ensure that targets are being achieved and take action where targets are not being achieved.

Staff and Team Management

  • Identify personnel requirements and participate in the selection process.
  • Lead and develop staff within the context of the Labour Relations Act, Employment Equity Act, Basic Conditions of Employment Act and the Skills Development Act.
  • Monitor staff performance and provide regular performance feedback. Manage staff activities, ensuring service levels are met and protocols are adhered to.

KPI's

  • CSC productivity and call volumes.
  • Sales volumes and basket sales.
  • Customer query escalations and resolution.
  • Service level agreement standards attainment.

Minimum Requirements:

  • Degree in management, business administration and/or marketing.
  • Diploma in Contact Centre Management advantageous but not mandatory.
  • Valid Code EB drivers' licence.
  • A minimum of 7 years call centre experience, with at least 3 years at supervisor/management level.
  • Proven experience in a similar environment (i.e. FMCG, JIT, Supply Chain, Logistics).

  • Customer Service Centre Trainer

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa RCL FOODS Careers Full time

    RCL Foods is in search of a Customer Service Centre Trainer to join our Logistics Division. The role will be based in Durban, KwaZulu Natal, and report to the Customer Service Centre Specialist. The purpose of this role is to lead in the analysis, design, development, implementation, and evaluation of training programmes in accordance with the requirements...

  • Call Centre Customer Service Advisor

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Nutun Contact Centre Full time

    Nutun CX is Currently Recruiting for a customer service campaign.If you are money driven here's your chance.Requirements:- 1 Year international call centre experience:- Good communication skills a:- Must be able to work the rotational shifts(Day/Night):Must be able to work in UMH or CBDSalary:- R5250+R1000 Attendance bonus:- R1000 Nightshift allowance:- Free...

  • Call Centre Manager

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Educor Full time

    Call Centre Manager (National/Sales/Campaigns) ( JB3169): Durban, Kwa - Zulu Natal - SalesCall Centre Manager (National/Sales/Campaigns) ( JB3169)DurbanMarket RelatedCall Centre Manager (National/Sales/Campaigns) will be responsible for leading the team of team leaders and call centre sales representatives at various call centres in Johannesburg, Durban and...

  • Customer Service Representative

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa CCI Call Centre Full time

    South Africa's Largest Contact Centre is recruiting customer service agents for our USA Campaign.- What's in it for you:_ Guaranteed Basic salary R5500 USA Allowance R1000 Night Shift Allowance Amazing incentives Awesome growth potential Exposure to dealing with international customers- Requirements:_Strictly 6 months Strong contact center and retail...

  • Customer Service Call Centre Manager

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Adele Wint & Associates Full time

    Minimum Requirements: Matric Minimum 2 to 3 years Leadership Experience Customer Service Experience Call Centre Management ExperienceAdvantageous: Diploma/Degree. Dialer Systems Experience IVR Experience Quality Assurance experience within a Call CentreResponsibilities: Ensure the accuracy of daily/weekly/monthly reporting statistics Ensure the accuracy of...

  • Call Centre Agent

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Synergy Contact centre Full time

    Synergy Contact centre is seeking agents with who has a minimum of 1 year contact centre experience in the below divisions:International(USA/UK) Customer Service Experience is a must Gas &Electric Experts Debt Collections Worked in Retail Campaigns within the Call Centre.We offer: R5250 Basic Salary Tenured Attandance Bonus up to R1500.00 Commission...

  • Call Centre Energy Experts Required

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Synergy Contact Centre Full time

    We are a people focused business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all of our people within the business. Our highly engaged environment...

  • Customer Service Agent

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Careerbox CCI Full time

    We are looking for 30 International Customer Service Agents for a leading international telecommunications provider.Minimum and non-negotiable requirements: Great communication skills Matric Essential 6 Months Exp in Sales or customer service or call Centre experience. Computer Literate Previous call centre experience advantageousJob Duties: This includes...

  • Call Centre Manager

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa The Faculty Full time

    Job Title: Call Centre ManagerLocation: Umhlanga, Durban South AfricaExperience: 7-10 years in a Call Centre EnvironmentAbout Us:The Faculty is a dynamic and rapidly growing company based in Durban South Africa. We are seeking an experienced Call Centre Manager to lead our customer-centric team. We pride ourselves on delivering exceptional service to our...

  • Customer Service Agent

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Careerbox CCI Full time

    Our client who is a very well-known international airline company is looking for a customer centric individual who can work in a fast-paced environment to join their Customer Service Team. The primary role of the Customer Service Consultant is the management, reporting and resolution of all non-routing customers, as well as cancellations reporting. The...

  • Call Centre Agent

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Mr Price Group Full time

    Call Centre Agent (New Accounts)_ your purpose__ your day to day responsibilities_ Ensure customer's queries, correspondence and needs are actioned timeously to provide excellent customer service and avoid backlogs and customer complaints. Update customer's details on relevant Debtor's systems to ensure an accurate and uptodate customer details base_what are...

  • Customer Service Representative

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Careerbox CCI Full time

    South Africa's Largest Contact Centre Is Recruiting Customer Service Representatives for various USA campaigns.What's In It for You Guaranteed Basic salary of R5000 Campaign Bonus Night Shift Allowance Amazing Incentives Funeral Benefit Cover, Access to company clinic and salon CommissionRequirements: Customer Service experience within a call centre (this is...

  • Call Centre Manager

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Neema Financial Services Full time

    Job Advert: Call Centre Manager with 2 Years of ExperienceAre you an experienced and dynamic Call Centre Manager with a proven track record of success? We are currently seeking a highly motivated individual to lead our call centre team as a Call Centre Manager.Responsibilities: Manage and oversee the daily operations of the call centre, ensuring efficient...

  • International Customer Service Agent

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa CAREERBOX Full time

    Job descriptionSouth Africa's Largest Contact Centre is recruiting customer service agents to support an international clients Customers and provide a world class service. We are looking for experienced customer care agents to join our dynamic team based in Durban.What's in it for you: Guaranteed Basic salary. Night Shift Allowance Amazing incentives Awesome...

  • Cashier/customer Service

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa One Stop Meat Centre Full time

    Join Our Company as a CashierAre you looking for an exciting opportunity to showcase your skills in a dynamic and customer-focused environment?We are seeking a motivated individual to join our team as a Cashier.As a vital member of our team, you will play a key role in ensuring exceptional service and smooth transactions for our valued customers.KEY...

  • Customer Service/admin

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa CareerBox Full time

    Careerbox is currently recruiting for a webchat agents, admin, and call centre agents for a UK insurance campaign.Requirements: Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution The ability to work well in a team Problem solving skills The most...

  • Customer Service Advisor

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Bespoke International Group Full time

    Are you a dynamic and customer-oriented individual with a passion for providing exceptional service? We are seeking highly skilled Customer Service Agents with international contact centre experience to join our team. If you thrive in a fast-paced environment and enjoy interacting with customers from diverse backgrounds, this opportunity is for...

  • Customer Service Advisor

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Bespoke International Group Full time

    Are you a dynamic and customer-oriented individual with a passion for providing exceptional service? We are seeking highly skilled Customer Service Agents with international contact centre experience to join our team. If you thrive in a fast-paced environment and enjoy interacting with customers from diverse backgrounds, this opportunity is for...

  • Inbound Customer Service Agent

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa CareerBox Full time

    Our Well-Established Call Centre is looking for Call Centre Agents.Must be Bubbly and Vibrant, Have peoples Skills, Good Communication skills.Requirements: Matric 12 Months Call Centre Experience Customer Service Experience Good Command of the English Language Must be Tech Sevy Computer LiteracyKindly send a voice note to to Faith, Telling me about yourself...

  • Customer Service Agent

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Careerbox CCI Full time

    South Africa's Largest Contact Centre is recruiting Customer Service Agents for various campaigns.What's In It For You: Guaranteed Basic Salary R5000 Campaign Bonus: R1000 Night Shift Allowance: R750 Amazing Incentives Awesome growth potentialBasic Requirements: Call Centre Experience or Retail Experience Grade 1 Computer Literacy Ability to work night shift...