National Customer Service Center Manager, DBN

Job Description: National Customer Service Centre (CSC) Manager

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

Salary: R R

Purpose of the Role

The Customer Service Centre (CSC) Manager is responsible for managing the entire Customer Service Division (CSD) and Product Support Division (PSD) 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
1. Relationship Management

• Build and maintain strong rapport with key clients, fostering trust, integrity, and confidence in the services provided.
• Manage and uphold service levels as per Service Level Agreements (SLAs) with customers.

2. Business Development / Improvements

• Drive the 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.

3. Standard Operating Procedure (SOP) Management

• Ensure that best operating practices and procedures are documented, updated, and consistently applied.
• 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.

4. Technology Support Implementation

• Introduce and manage cutting-edge technology, communication systems, and processes that enhance call centre performance.

5. 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.
• Ensure that 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.

6. Reporting and Administration

• Ensure daily reports are generated, analyzed, and acted upon as required.
• Monitor and report on key Customer Service Centre metrics:
  • Calls in/out
  • Total call duration
  • Direct/standard/EDI/uplift
• Drive efficiencies by monitoring call centre performance and making necessary adjustments.

7. 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.

8. Staff and Team Management

• Identify staffing needs and participate in the selection process.
• Lead and develop staff within the framework of relevant labor laws (Labour Relations Act, Employment Equity Act, etc.).
• 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.

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 execution.
• Demonstrate business insight and innovation.
• Foster customer service excellence.
• 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.
• Problem-solving and decision-making.

Attributes

• Initiative and assertiveness.
• Stress tolerance and deadline-driven.
• Attention to detail and prioritization.
• Ability to leverage technology and organizational awareness.
• Strong relationship-building skills and effective cross-functional 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.

Customer Relationships

• Internal: Operations management, VSS, customer management team, demand planning team.
• External: Key accounts, principals, and other customers.

Problem Solving / Innovation

As the CSC Manager, you will:

• Make operational and logistical decisions related to the functioning of the Customer Service Centre.
• Resolve operational, logistical, and customer-related issues promptly.
• Identify and implement innovations to increase market share and product range within assigned customers.

This role is critical in ensuring the efficiency and effectiveness of the Customer Service Centre operations while driving customer satisfaction and achieving business goals. The ideal candidate will possess strong leadership skills, a deep understanding of call centre operations, and a commitment to continuous improvement and innovation.

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