National Customer Services Centre Manager

Boardroom Appointments; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading recruitment firm seeks a National Customer Services Centre Manager in Durban. This role involves overseeing client relationship management, driving business development, and ensuring efficient operations within the call center. Candidates should have over 7 years of call center experience, with at least 3 years in a supervisory role, and a degree in management or business administration is advantageous. The position requires strong leadership and analytical skills for budget management and staff development.

Qualifications

• Minimum of 7 years of call center experience, with 3 years at management level.
• Valid Code EB driver's license required.
• Experience in FMCG, JIT, Supply Chain or Logistics.

Responsibilities

• Develop strong rapport with key clients.
• Drive optimization of basket and volume participation.
• Set and manage customer service center sales budget.
• Run and analyze daily reports.
• Identify personnel requirements and participate in selection.

Skills

Call center management

Client relationship management

Budget management

Education

Matric (Grade 12)

Degree in management or business administration

Job description

About the job National Customer Services Centre Manager

National CSC Manager

MinimumRequirements:

• Matric (Grade 12)
• A degree in management, business administration and/or marketingdiploma 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 thesupervisor/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.
• 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.
• 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.