National Customer Service Manager

Purpose of the position: Responsible for service delivery to all stakeholders for business. To manage call center queries and resolution of same through providing efficient customer service. Also responsible for planning, coordinating and directing the service delivery within Call Centre operation. This position takes the lead role in ensuring that all operational financial and non- financial objectives are met.

KPA’s:
Finance: Managing the departmental budget in terms of:
? Recruitment of employees
? Expenses within the department
? Compensation vouchers
? Set and Manage operational financial and non-financial targets
Personnel Management:
? Induction
? Employment Equity
? Performance Management
? Staff Development
Service Delivery:
? Improving SLA
? Achieving SLA
? Design, implement and maintain operational plans
Research and Analytics
Reporting
Contact Centre Management
? Maintain and continuously improve Call Centre standards and ensure Call Centre agents receive inbound telephonic customer queries in a proficient manner, on time, accurately and within set parameters ensuring complaints and queries are resolved
? Ensure returned sales orders are processed on time, accurately and within set parameters
? Ensure refunds are processed on time, accurately and within set parameters
? Ensure that the service level agreements are achieved based on the calls answered within the stipulated timeframes
Risk and Compliance: Ensure department meets legislative requirements and company standards

Qualifications and Experience:
• Qualification in business management
• Minimum 5 years in a similar role

Remuneration: Highly negotiable market related