National Customer Service Centre Manager

1 day ago

Durban, 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 up-to-date 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).

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