National Customer Experience & Call Center Leader

Boardroom Appointments; Durban; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Boardroom Appointments in Durban seeks an experienced National CSC Manager to lead client relationships, drive service excellence, and manage the center's budgets and KPIs. The role focuses on maintaining strong client rapport, ensuring SLA compliance, and delivering sales-driven outcomes across the contact center.

You will oversee SOPs, reporting, and staff development to sustain high-performance metrics and regulatory adherence while coordinating with sales and logistics teams for end-to-end

Qualifications

• Matric (Grade 12).
• A degree in management, business administration and/or marketing (or diploma in Contact Centre Management is advantageous).
• Valid Code EB driver's license.
• Minimum of 7 years call center experience with at least 3 years in a supervisory/management role.
• Proven experience in FMCG, JIT, Supply Chain or Logistics environments.

Responsibilities

• Develop strong rapport with key clients and manage service levels per SLAs.
• Drive basket and volume improvements and stay updated on supply chain and telesales.
• Establish SOPs, policy manuals, and a culture of call center excellence.
• Set and manage the CSC budget and related capex, report performance and KPIs.
• Run daily reports, monitor calls and sales metrics, and identify improvement opportunities.
• Lead recruitment, coaching, performance reviews, and staff development.

Skills

Call center experience

Team leadership

Budget management

Client relationship management

KPI tracking

Education

Bachelor degree in management / business administration / marketing

Diploma in Contact Centre Management (advantageous)

Job description

Boardroom Appointments in Durban seeks an experienced National CSC Manager to lead client relationships, drive service excellence, and manage the center's budgets and KPIs. The role focuses on maintaining strong client rapport, ensuring SLA compliance, and delivering sales-driven outcomes across the contact center.

You will oversee SOPs, reporting, and staff development to sustain high-performance metrics and regulatory adherence while coordinating with sales and logistics teams for end-to-end