National Customer Service Director, Business Operations

2 weeks ago


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

Job Overview

The Legends Agency seeks an experienced and results-driven National Customer Service Director, Business Operations to lead the Customer Service Division (CSD) and Product Support Division (PSD) call centre operations.

About the Role

This is a leadership position that entails implementing and maintaining call centre standards, resourcing, training, and optimizing efficiencies and controls to ensure consistent delivery of desired service levels to customers.

Main Responsibilities

  • Overall Management: Full accountability for the performance and management of the call centres, with geographic responsibility across South Africa.
  • Implementing Operational Strategies:
    • Drive optimization of 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:
    • Ensure best operating practices and procedures are documented, updated, and consistently applied.
    • Maintain comprehensive policy manuals.
    • Promote a culture of excellence across all call centres.
  • 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 capital expenditure (capex) requirements.
  • Reporting and Administration:
    • Generate daily reports, analyze, and act upon them as required.
    • Monitor and report on key Customer Service Centre metrics, including calls in/out, total call duration, direct/standard/EDI/uplift.
  • 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.


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