Customer Service Centre Manager Position Full-time Job

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.