National Customer Service Director

6 hours ago

Durban, KwaZulu-Natal, South Africa Boardroom Appointments Full time
Job Title: National Customer Service Centre Manager

Boardroom Appointments is seeking a highly experienced and skilled National Customer Service Centre Manager to lead our customer service operations.

Key Responsibilities:
  • Client Relationship Management: Develop strong relationships with key clients, build trust, and manage service levels in accordance with SLAs.
  • Business Development and Improvements: Drive optimization of basket and volume participation, maintain up-to-date knowledge of supply chain and telesales functions, and engage in continuous research, communication, and networking.
  • Standard Operating Procedure Management: Ensure documented and updated best operating practices are applied, ensure policy manuals are in place, and drive a culture of excellence through call centers.
  • Technology Support Implementation: Implement cutting-edge technology and communication systems, and develop processes and methods.
  • 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, and report monthly performance, budget variances, and KPIs to the National Sales Manager.
  • Reporting and Administration: Run, analyze, and act on daily reports, report on monthly Customer Service Centre measurements, and improve performance through daily monitoring of call center efficiency reports.
  • 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.
  • Staff and Team Management: Identify personnel requirements, participate in selection, lead and develop staff, monitor staff performance, provide regular feedback, and ensure service levels are met and protocols adhered to.

Requirements: A degree in management, business administration, and/or marketing diploma in Contact Centre Management is advantageous but not mandatory. A minimum of 7 years of call center experience, with at least 3 years at the supervisor/management level, and proven experience in a similar environment (i.e. FMCG, JIT, Supply Chain, Logistics) are required.

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