National Customer Services Centre Manager

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.