Customer Service Centre Manager

Vector Logistics; Durban; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading company in the supply chain and logistics sector is seeking a skilled Call Centre Manager. The role involves overseeing customer service operations, driving call centre efficiency, and ensuring compliance with service level agreements. The ideal candidate will possess strong management skills, extensive call centre experience, and a relevant degree. This position offers an opportunity to be part of a dynamic team and contribute to operational excellence.

Qualifications

• Minimum of 7 years' call centre experience, with at least 3 years in a supervisory/management level.
• Proven experience in FMCG, JIT, Supply Chain, Logistics.

Responsibilities

• Manage the entire CSD and PSD customer services operation.
• Drive the optimisation of basket and volume participation.
• Ensure documented and updated operational procedures are applied.

Skills

Planning

Project Management

Computer Literacy

Verbal Communication

Problem Solving

Education

Degree in Management, Business Administration and/or Marketing

Diploma in Contact Centre Management

Tools

MS Office

SAP

Job description

Permanent

Thekweni

Overview

We are a Supply Chain and Sales & Merchandising partner adding value to your business through a fully integrated, temperature-controlled network in Southern Africa.

But we are also more than that. We are people serving people. While we boast the best in tech and infrastructure, our people are our greatest resource. With our skilled, curious, can-do people at the forefront, our assets become your assets, our service your solutions.

Vector’s vehicle fleet includes a food industry first in ‘multi-temperature’ vehicles enabling the company to service business across frozen, chilled and ambient temperature zones on a single delivery.

Job Purpose

To manage the entire CSD and PSD customer services operation, driving the implementation of appropriate call centre standards, measurements, resourcing and training; maximizing call centre efficiencies and controls; and ensuring that desired service levels are provided to customers.

Key Responsibilities

Relationship Management

• Develop a strong rapport with key clients and continuously builds trust, integrity and confidence in the service being provided.
• Manage service levels in accordance with agreements (SLA’s) with customers.
  
  

Business Development / Improvements

• Drive the optimisation of basket and volume participation.
• Maintain an up-to-date knowledge of supply chain and telesales functions through continuous research and communication and networking with similar operations.
• Ensure latest in industry technology is understood and implemented.
  
  

Standard Operating Procedure Management

• Ensure documented and updated best operating practices and procedures have been established and are being applied.
• Ensure policy manuals are in place.
• Drive a culture of excellence through the call centres.
• Establish measurement and control systems to drive staff efficiencies and service levels.
  
  

Technology Support Implementation

• Implement appropriate cutting-edge technology, communication systems, processes and methods.
  
  

Budget Management and Strategy Execution

• Set, manage and control the overall customer service centre sales budget and costs and ensure appropriate controls are in place.
• Initiate, plan and scope any capex requirements.
• Ensure that the budgeted revenue and margins are achieved linked to orders/sales for the business as per the annual budget.
• Report monthly performance, budget variances and KPI’s to the National Sales Manager.
• Ensure that the agreed strategic and operational targets are implemented through team targets and that these are aligned cross functionally within the broader business.
  
  

Reporting and Administration

• Ensure that all daily reports are run, analysed and acted upon where required.
• Report on monthly Customer Service Centre measurements:
• Calls in.
• Calls out.
• Total duration.
• Directs/standard/EDI/uplift.
• Improve performance by driving efficiencies through the daily monitoring of call centre efficiency reports.
  
  

Sales Volume Monitoring

• Identify sales opportunities and drive them within the call centre teams.
• Analyse daily sales reports and ensure that targets are being achieved and take action where targets are not being achieved.
  
  

Staff and Team Management

• Identify personnel requirements and participate in the selection process.
• Lead and develop staff within the context of the Labour Relations Act, Employment Equity Act, Basic Conditions of Employment Act and the Skills Development Act.
• Monitor staff performance and provide regular performance feedback.
• Manage staff activities, ensuring service levels are met and protocols are adhered to.
• Coach and support staff where necessary to achieve objectives.
• Manage staff leave and general time management issues in line with organisational deliverables and standards.
• Manage and deliver on career development and succession plans to enable the development of a future generation of leaders and specialists and ensure optimal turnover and retention levels are maintained.
• Champion staff training and development through the utilisation of available training opportunities or contributing to the development of new training solutions in collaboration with national training specialists.
• Conduct regular performance appraisals with subordinates.
• Establish sound staff and labour organising and communication structures and systems.
• Lead the team towards meeting the strategy and targets through regular communication and utilisation of the full organisational talent management tool set.
• Address poor performance in individuals and teams in accordance with company policy and the relevant legislation.
• Conduct regular meetings and ensure that records are kept and shared across the team and that action plans agreed to within team meetings are delivered upon.
  
  

KPI’s

• CSC productivity and call volumes.
• Sales volumes and basket sales.
• Customer query escalations and resolution.
• Service level agreement standards attainment.
  
  

Key Relationships

Internal

• Operations management.
• VSS.
• Customer management team.
• Demand planning team.
  
  

External

• Key accounts and other customers.
• Principals.
  
  

Qualifications And Experience

Qualifications, Skills and Experience Required for the Job

• Degree in management, business administration and/or marketing.
• Diploma in Contact Centre Management advantageous but not mandatory.
• Valid Code EB drivers' licence.
• A minimum of 7 years call centre experience, with at least 3 years in a supervisor/management level.
• Proven experience in a similar environment (i.e. FMCG, JIT, Supply Chain, Logistics).
  
  

Skills and Competencies

• Planning and organisation.
• Project management.
• Computer literacy (MS Office and SAP).
• Verbal and written communication.
• Report writing.
• Interpersonal.
• Logical thinking.
• Innovative thinking.
• Problem solving.
• Critical thinking.
• Decision-making.
• Analytical and evaluative thinking.
• Achieving sales, profitability, and budget goals.
  
  

We look forward to hearing from you!