National Customer Service Centre Team Lead

3 days ago

Durban, KwaZulu-Natal, South Africa The Legends Agency Full time

The Legends Agency is seeking a highly skilled and experienced CSC Manager to lead the customer service division and product support division call centre operations.

This role entails implementing and maintaining call centre standards, resourcing, training, and optimizing efficiencies and controls to ensure desired service levels are consistently provided to customers.

Responsibilities
  • Overall Management: Full accountability for the performance and management of the call centres.
  • Geographic Responsibility: National coverage across South Africa.
  • Business Unit: Call Centre Operations.
  • Financial Responsibility: Management and control of capital and operating costs within the scope of responsibility.
Key Responsibilities
  1. Relationship Management
  • Foster trust, integrity, and confidence in services provided through strong relationships with key clients.
  • Manage and uphold service levels as per SLAs with customers.
Business Development/Improvements
  • Optimize product basket and volume participation within the call centre.
  • Stay updated on supply chain and telesales functions through research, communication, and networking with similar operations.
Standard Operating Procedure (SOP) Management
  • Document, update, and apply best operating practices and procedures.
  • Maintain comprehensive policy manuals.
  • Promote a culture of excellence across all call centres.
  • Implement measurement and control systems to improve staff efficiencies and service levels.
Technology Support Implementation
  • Introduce and manage cutting-edge technology, communication systems, and processes that enhance call centre performance.
Budget Management and Strategy Execution
  • Set, manage, and control the customer service centre's sales budget and costs, ensuring robust controls.
  • Plan and scope any capex requirements.
  • Ensure budgeted revenue and margins are achieved according to the annual plan.
  • Report monthly performance metrics, budget variances, and KPIs to the National Sales Manager.
  • Align strategic and operational targets with team objectives, ensuring cross-functional alignment within the broader business.
Sales Volume Monitoring
  • Identify and pursue sales opportunities within the call centre teams.
  • Analyze daily sales reports, ensure targets are met, and take corrective action when necessary.
Staff and Team Management
  • Identify staffing needs and participate in the selection process.
  • Lead and develop staff within the framework of relevant labor laws.
  • Monitor and provide regular feedback on staff performance.
  • Ensure staff activities align with service level requirements and company protocols.
  • Manage leave, time management, career development, and succession planning.
  • Promote staff training and development, leveraging available opportunities or creating new solutions in collaboration with national training specialists.
  • Conduct regular performance appraisals and address poor performance in accordance with company policy.
  • Lead team meetings, ensuring action plans are developed and followed.
Qualifications and Experience
  • A minimum of 7 years of call centre experience, with at least 3 years at a supervisory or management level.
  • Proven experience in FMCG, JIT, supply chain, or logistics environments.
  • Degree in management, business administration, or marketing. A diploma in Contact Centre Management is advantageous.

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