National Customer Service Centre Manager

5 days ago

Durban, KwaZulu-Natal, South Africa The Legends Agency Full time
Job Description: National Customer Service Centre Manager

Location: South Africa
Department: Customer Service
Job Level: Management

Salary: Competitive

Purpose of the Role

The National Customer Service Centre Manager is responsible for managing the entire 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. The goal is to ensure that the desired service levels are consistently provided to customers.

Scope of Responsibility
  • 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
  • Relationship Management: Build and maintain strong rapport with key clients, fostering trust, integrity, and confidence in the services provided.
  • Business Development / Improvements: Drive the optimization of product basket and volume participation within the call centre.
  • Standard Operating Procedure (SOP) Management: Ensure that best operating practices and procedures are documented, updated, and consistently applied.
  • Technology Support Implementation: Introduce and manage cutting-edge technology, communication systems, and processes that enhance call centre performance.
  • Budget Management and Strategy: Set, manage, and control the customer service centres sales budget and costs, ensuring robust controls.
  • Reporting and Administration: Ensure daily reports are generated, analyzed, and acted upon as required.
  • Sales Volume Monitoring: Identify and pursue sales opportunities within the call centre teams.
  • Staff and Team Management: Identify staffing needs, participate in the selection process, and lead and develop staff within the framework of relevant labor laws.
Key Performance Indicators (KPIs)
  • CSC productivity and call volumes.
  • Sales volumes and basket sales.
  • Customer query escalation and resolution.
  • Achievement of SLA standards.
Knowledge & Competencies
  • Leadership Standards: Provide inspirational leadership, cultivate a culture of excellence, demonstrate business insight and innovation, foster customer service excellence, and build commitment through engagement.
  • Knowledge: Call centre operations standards, systems, and customer service requirements, supply chain logistics and telesales functions, SAP and principal product knowledge, sales and marketing principles.
  • Skills: Planning and organization, project management, computer literacy (MS Office, SAP), verbal and written communication, report writing and analytical thinking, problemsolving and decisionmaking.
  • Attributes: Initiative and assertiveness, stress tolerance and deadlinedriven, attention to detail and prioritization, ability to leverage technology and organizational awareness, strong relationshipbuilding skills and effective crossfunctional communication.
Qualification and Experience
  • Education: Degree in management, business administration, or marketing. A diploma in Contact Centre Management is advantageous.
  • Experience: A minimum of 7 years of call centre experience with at least 3 years at a supervisory or management level.
  • Industry Experience: Proven experience in FMCG JIT supply chain or logistics environments.
  • Licenses: Valid Code EB drivers license.

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