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RCL FOODS is a leading African food producer in South Africa with a market capitalisation of R13 billion and employing more than 20 000 people in operations across South and Southern Africa. We manufacture a wide range of branded and private label food products which we distribute through our own route-to-market supply chain specialist, Vector Logistics. ...
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As the Customer Service Centre Manager, you will manage the entire Vector Customer Service Centre operation, driving the implementation of appropriate Customer Service Centre standards, measurements, resourcing and training; maximizing Customer Service Centre efficiencies and controls; and ensuring that optimal service levels are provided to customers.
Minimum Requirements:
- BCOM / BSC degree in Logistics / Supply Chain / Accounting / Stats or similar. Post graduate degree would be advantageous
- Valid Code EB drivers' licence
- A minimum of 7 years Call/Contact/Customer Service Centre experience, with at least 3 years at supervisor/management level
- Proven experience in a similar environment (i.e. FMCG, JIT, Supply Chain, Logistics)
- Experience in Power BI and SAP BW
- Experience with working on digitalizing processes within the Call Centre environment would be preferred
Duties and Responsibilities:
Relationship Management
- Develop a strong rapport with key clients and continuously build trust, integrity and confidence in the service being provided.
Business Development / Improvements
- Maintain an up-to-date knowledge of Supply Chain and Customer Service Centre functions through internal communication and external benchmarking.
Standard Operating Procedure Management
- Ensure documented and updated best operating practices and procedures have been established and are being applied with policy manuals in place.
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 operational expenditure budget and ensure appropriate controls are in place to execute accordingly.
Integration
- Participate fully in the cross functional leadership of the Vector Control Tower structure; input into people, process and technology discussions that further the Control Tower maturity and daily deliverables.
Reporting and Administration
- Ensure that all daily reports are run, analyzed and acted upon as required.
- Report on and drive improvement in monthly Customer Service Centre productivity measures.
Digitisation
- Driving the digitisation agenda for the Customer Service Center
- Automation of non-value adding tasks
- Optimisation of manual tasks completed within the Customer Service Center
Staff and Team Management
Lead the team towards meeting the strategy and targets through regular communication and utilization of the full organizational talent management tool set.
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