Customer Services Centre Manager at Engen

Purpose of the Job

Strategically direct, manage and optimize operational effectiveness, human resources, risk & finance in the CSC to pre-defined service standards and customer satisfaction levels.

Who You Are:

• You are energetic and experience Customer service leader.
• You are an expert in customer and relationship building.
• You are passionate about customer service delivery.
• You have a reputation for being diligent.
• Demonstrate your ability to work with different personalities.
• What you’ll have done before

Baseline:

• NQF Level 7 – bachelor’s degree
• 5 years management experience in a Call Centre\supply chain\sales & marketing environment
• 5 years operational experience in a Call Centre\supply chain\sales & marketing environment

Exciting Challenges you might face in the role.

• Driving the risk assessment analysis to enable the business to drive customer service delivery.
• Effectively manage your own work and review the work of the team members.
• Operate effectively, even when things are not certain, or the way forward is not clear.

What you will be doing

BUDGET MANAGEMENT AND PROJECT MANAGEMENT

• Develop/present annual, manage and track monthly spend of CAPEX /OPEX business plan/budget and to generate reports.
• Approve budget variances and authorize expenditure within LOA.
• Approves project proposals, manage, and approves project scope changes and sign off on project closure.

OPERATIONAL MANAGEMENT:

• Develops and implements a performance enablement strategy and monitors CSC performance indicators.
• Identifies potential synergy opportunities across business units regarding CSC processes and practices.
• Provides expert advice and guidance on compliance issues.
• Monitors the results on implemented corrective action.
• Directs and manages risk compliance issues.
• Monitors and evaluates the need for information requirements.
• Approves testing of all development \ upgrades to relevant operating modules \ reports prior to implementation
• Analyses data contained in various reports, added business intelligence and review results of CSC database audits. 
• Investigates and implements interventions to introduce best practices in CSC.
• Assimilates and analyses internal and external CSC business environment factors.
• Ensures strict adherence to Health Safety & Environment standards, guidelines, and policies.