Manager, Contact Centre, Healthcare needed at DSV

Main Purpose of the Role

• We require an energetic, service oriented and solutions driven manager for the DSV Healthcare Contact Centre.  The incumbent will be required to lead, motivate and direct the resources of the Contact Centre to achieve the department and company goals. 
• This includes people management; reviewing operational goals, developing and implementing plans in support of these goals; resource management; handling escalations; client engagement and issue resolution and serving as the business owner of specified company systems functionality.

Job Related Requirements

• Grade 12
• Minimum 10 years working experience in a Contact Centre or similar external facing service team environment
• Minimum 3 years’ experience in managing people
• Thorough understanding of and experience working with a pharmaceutical warehouse management or logistics service system (Delta an advantage)
• Excellent interpersonal and communication skills (written & verbal)

Duties & Responsibilities

• Lead, motivate and direct resources (people & systems) within the Contact Centre
• Reporting on Contact Centre activities, performance and focus areas
• Drive best fit IT solutions for efficiency and service improvement
• Review Contact Centres procedures for improvement and ensure are maintained as current
• Manage adherence to procedures
• Manage direct and indirect reporting line team members within the Contact Centre
• Manage cost centre for Contact Centre (including monthly review and annual planning)
• Own relationship with and manage third party ordering platform service providers
• Must be able to easy adapt to situations
• Must be able to easily adapt to situations