National Customer Services Centre Manager
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About the job National Customer Services Centre Manager
National CSC Manager
MinimumRequirements:
- Matric (Grade 12)
- A degree in management, business administration and/or marketingdiploma in Contact Centre Management is advantageous but not mandatory
- Valid Code EB driver's license
- A minimum of 7 years of call center experience, with at least 3 years at thesupervisor/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 up-to-date 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.
- Implement appropriate cutting-edge 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 cross-functionally.
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 centre efficiency reports.
- Identify and drive sales opportunities within call centre 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 labour 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 organisational 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.
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