National Customer Services Centre Manager

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

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 centre efficiency reports.
• Identify and drive sales opportunities within call centre 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 labour 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 organisational 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.