National Customer Service Director, Business Operations
2 weeks ago
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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Durban, KwaZulu-Natal, South Africa The Legends Agency Full timeJob SummaryWe are seeking a highly experienced and skilled National Customer Service Operations Director to lead our Customer Service Centre in Durban, South Africa.
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