National CSC Manager
MinimumRequirements:Matric (Grade 12)A degree in management, business administration and/or marketingdiploma in Contact Centre Management is advantageous but not mandatoryValid Code EB driver's licenseA minimum of 7 years of call center experience, with at least 3 years at thesupervisor/management levelProven 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.
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