National Customer Services Centre Manager

3 days ago

Durban, KwaZulu-Natal, South Africa Boardroom Appointments Full time R1 200 000 - R2 400 000 per year


National CSC Manager

Minimum Requirements:

  • Matric (Grade 12)
  • A degree in management, business administration and/or marketing diploma in Contact Centre Management is advantageous but not mandatory
  • Valid Code EB driver's license
  • A minimum of 7 years of call center experience, with at least 3 years at the supervisor/management level
  • Proven experience in a similar environment (i.e. FMCG, JIT, Supply Chain, Logistics)

Responsibilities:

1. Client Relationship Management
  • Develop strong rapport with key clients.
  • Build trust, integrity, and confidence in the service provided.
  • Manage service levels in accordance with SLAs.
2. Business Development / Improvements
  • Drive optimization of basket and volume participation.
  • Maintain up-to-date knowledge of supply chain and telesales functions.
  • Engage in continuous research, communication, and networking.
3. Standard Operating Procedure Management
  • Ensure documented and updated best operating practices are applied.
  • Ensure policy manuals are in place.
  • Drive a culture of excellence through call centers.
  • Establish measurement and control systems for staff efficiencies and service levels.
4. Technology Support Implementation
  • Implement appropriate cutting-edge technology and communication systems.
  • Develop processes and methods.
5. 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.
  • Report monthly performance, budget variances, and KPIs to the National Sales Manager.
  • Implement strategic and operational targets through team targets aligned cross-functionally.
6. Reporting and Administration
  • Run, analyze, and act on daily reports.
  • Report on monthly Customer Service Centre measurements (calls in, calls out, total duration, directs/standard/EDI/uplift).
  • Improve performance through daily monitoring of call center efficiency reports.
7. 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.
8. Staff and Team Management
  • Identify personnel requirements and participate in selection.
  • Lead and develop staff within the context of relevant labor legislation.
  • Monitor staff performance and provide regular feedback.
  • Ensure service levels are met and protocols adhered to.
  • Coach and support staff to achieve objectives.
  • Manage staff leave and time management in line with organizational standards.
  • Manage career development, succession plans, and training opportunities.
  • Conduct performance appraisals and regular meetings.
  • Address poor performance according to company policy and legislation.
  • Establish effective communication structures and systems.

  • National Customer Service Center Manager, DBN

    3 days ago

    Durban, KwaZulu-Natal, South Africa The Legends Agency Full time R600 000 - R1 200 000 per year

    Job Description: National Customer Service Centre (CSC) ManagerLocation: Durban, South AfricaDepartment: Customer ServiceJob Level: ManagementSalary: R R Purpose of the RoleThe 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...

  • Call Centre Manager

    1 week ago

    Durban, KwaZulu-Natal, South Africa Neema Financial Services Full time R120 000 - R180 000 per year

    Job Vacancy: Call Centre ManagerLocation: Zumaysha Building, 21 Joe Slovo St, Durban Central, Durban, 4001Company: Baraka GroupEmployment Type: Full-TimeAre you an experienced leader who thrives in a results-driven environment?We're seeking a Call Centre Manager to lead our dynamic team that assists clients in improving their credit profiles and removing...

  • Customer Service Agent

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Trending Talent Solutions Full time R120 000 - R180 000 per year

    We are a people orientated business that provides outsourced contact centre solutions and specializes in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment...

  • Customer Service Manager

    3 days ago

    Durban, KwaZulu-Natal, South Africa Winning Form Full time R250 000 - R500 000 per year

    ResponsibilitiesBeing a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa's biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that's just the beginning. Our talented Team is on a mission to increase our...

  • Customer Service Campaign Manager

    4 days ago

    Durban, KwaZulu-Natal, South Africa Ignition Group Full time R40 000 - R60 000 per year

    DescriptionThe role:The Ignition Group is a proudly South African investment company focusing on Technology, Media, Telecommunications and Financial services. Our Employees are encouraged to recommend innovative business and operational ideas, and we strive to make each Employee's journey to success as exciting and engaging as possible.The Customer Care...

  • Customer Service Advisor

    1 week ago

    Durban, KwaZulu-Natal, South Africa Careerbox Africa Full time R240 000 - R300 000 per year

    We are currently looking for vibrant and enthusiastic customer service individuals to join our dynamic winning teamResponsibilities:Handle inbound/outbound customer calls.Resolve customer issues and provide solutions.Assist with product/service inquiries.Process orders, returns, and refunds.Update customer information in the system.Follow up on customer...

  • ZA Customer Services Manager

    1 week ago

    Durban, KwaZulu-Natal, South Africa a299a678-b6a6-442f-bc0d-e971832c2d69 Full time R120 000 - R180 000 per year

    Your mission:Lead the Customer Service teams at Merebank and Richards Bay mills and have a strong team set-up in place allowing an efficient way of order management activities.Strong co-operation with stakeholders along the value chain in order to optimize business deliverables (including but not limited to Sales, Production Planning, Logistics, S&OP...

  • Customer Service Systems Engineer

    1 week ago

    Durban, KwaZulu-Natal, South Africa Daly Credit Corporation Full time R500 000 - R750 000 per year

    Customer Experience Systems Engineer Department: Safricloud – ITStart Date: 1 January 2026Location: [Add Location]Type: Permanent (3-month probation applies)Purpose of the JobThe Customer Experience Systems Engineer will provide technical support to Safricloud customers, specialising in VoIP and Contact Centre solutions including Genesys, Vicidial, and...

  • Call Centre Operator

    3 days ago

    Durban, KwaZulu-Natal, South Africa Konig Digital Full time R120 000 - R180 000 per year

    Position: Call Centre OperatorCompany Overview:Raiden Global is a leading global provider of innovative solutions in the field of technology and communications. We are committed to delivering exceptional customer service and are looking for a highly motivated Call Centre Operator to join our team.Job Summary:As a Call Centre Operator, you will be...

  • Call Centre Agent

    1 week ago

    Durban, KwaZulu-Natal, South Africa Mr Price Group Full time R180 000 - R250 000 per year

    As a key member of our team, you will ensure that all customer inquiries, store card applications, correspondence, and employment verifications are handled efficiently and professionally.Qualifications: Grade 121 year of call centre experience supporting new or existing customer accounts, including account setup, verification, updates, and issue...