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National Customer Service Centre Director
2 months ago
We are seeking a highly skilled and experienced National Customer Service Centre Manager to join our team at Boardroom Appointments.
Key Responsibilities:- Client Relationship Management: Develop strong relationships with key clients, build trust, and manage service levels in accordance with SLAs.
- Business Development / 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 appropriate 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, ensure service levels are met, and manage staff leave and time management in line with organizational standards.
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 a valid Code EB driver's license are required.
