MANAGER: CALL CENTRE (RETAIL / CONSUMER DIVISION)

JHB

SUPPLY CHAIN / DISTRIBUTION SECTOR

Leading Supply Chain / Distribution Concern seeks a suitably qualified / experienced Call Centre Manager to join their dynamic Team.

The successful candidate will be responsible for toverall management of the Company’s Call Centre - Retail / Consumer Division. S/he will be responsible for driving operational queries from key clients and high level key account management with the Company's key clients. Furthermore he / she will be responsible for mannaging Call Centre Staff and ensuring that Call Centre metrics are adhered to, whilst client/customer service targets are maintained and client/customer relationships are managed at all levels.

Skills and Experience Required

Matric
Relevant tertiary Degree / Diploma
A minimum of 3 - 5 years’ Call Centre Management experience within a Consumer / Retail environment
In depth understanding of consumer / retail environment and operational aspects thereof
Solid understanding / knowledge of Call Centre policies and procedures
Strong analytical and problem solving skills
Proven leadership / Demonstrated management capabilities
Hands-on approach, able to lead by example
Strong Key Account Management experience, with experience in dealing with key clients within a call centre environment
Advanced level of computer literacy (MS Office Suite) - Intermediate to advanced Excel Skills
Able to generate weekly / monthly reports
SAP working knowledge
Outstanding communication skills (verbal & written)
Fluent in English
Excellent inter-personal skills – able to work cross functionally
Good financial acumen

Key Performance Areas

Call Centre Management

Manage daily Call Centre operations, including:
Customer Care - ensuring the timeous and accurate answering of all inbound telephonic calls, logging queries to CRM with applicable quality , managing voice and faxed queries via the CRM system
Orders Department –manage the timeous and accurate processing of paper-based orders
Pricing Department -ensure the capturing and amending of all pricing records according to Legislative and Client requirements
Backorders Department -ensure backorders are released with minimal errors, as per Client requirements and SLA timelines
Exports Department – coordinate and manage export shipping documents in an accurate and efficient manner, ensuring compliance of all products exported cross- border
Returns Admin process -ensure credits are processed correctly as per stock returned from Customers and/or Clients
High Level Client Care -manage Client relationships by means of pro-active service level measurements and drive to avoid non-conformances to Client’s Customers.
Ensure customer service targets are met
Manage customer relationships
Ensure adherence to departmental KPI’s and metrics
Implement Call Centre projects as required from time to time

Resource Management

Provide strategic direction and leadership to staff
Manage performance and develop teams
Manage CAPEX and Expense budgets
Ensure cooperation and synergies with all internal departments and stakeholders

Continuous Improvement
Ensure adherence to SOP’s and that all staff are trained accordingly
Continuously review and improve processes and practices within Call Centre
Ensure quality within the Call Centre is maintained