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Open nowFirst seen 4 days ago

National Customer Services Centre Manager

Boardroom Appointments3,354 open roles

Where
Durban, South Africa
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Your applicationOpen nowNational Customer Services Centre ManagerBoardroom Appointments · Durban, South Africa

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Boardroom Appointments's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

The posting

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.
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What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Boardroom Appointments's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Boardroom Appointments's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Boardroom Appointments's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

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The numbers game

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