• Permanent Management position
  • Cape Town CBD, Western Cape
  • Job by Merchants SA
  • Expires in 24 days


Job Purpose

The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.





People Management

Leads by example in living the values of the organization
Ensures the department is fully equipped to handle the workload and distribute workflow
Coaches to ensure a full understanding of consequences of errors
Creates an environment that fosters teamwork and co-operation amongst team members
Creates awareness of Merchant’s strategic objectives and their alignment to the department and company objectives
Communicates effectively, building and maintaining relationships
Ensures consistent compliance to company policies and procedures, corporate governance, and relevant legislation


Attraction & Selection

Ensures appropriate staffing and action accordingly
Identifies need for the creation of the position and forward the recommendation to the direct manager and HR
Ensures appointments are in line with EE targets/strategy
Selects and places candidates in terms of agreed recruitment and selection process
Develops and empowers people, recognizing and rewarding value-added performance
Training and Development
Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching performance improvement, and the creation and implementation of individual development plans
Monitors implementation of training needs as per individual development plans
Career Pathing and Succession Planning
Identifies, manages, and develops talent


Performance Management

Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organizational and individual needs
Ensures bi-annual performance reviews take place with direct reports, identifies poor performance, and takes corrective action


Operations Management

Manages operational costs through effective resource management
Ensures that the required metrics and measures are in place and monitored to provide the management of the client SLA and contractual agreements.
Takes responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle
Ensures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed, and cascaded throughout the operation Ensures the production of relevant, useful, and professional reports as required by the client in order to provide intelligence for operational improvements
Identifies areas of improvement in systems and processes that operate within the center and plan, designs, and implement activities within the business protocols
Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner
Ensures consistency and standardization with the client’s other operations


Client Engagement

Maintains positive client relationships and alerts management to operational delivery issues.
Provides effective operational client management and ensures that all client
engagements are managed professionally and ensure that these demonstrate the Merchants values at all times


Desired Skills:

  • Contact Center Management
  • Customer Service Operations



About The Employer:

Merchants is a leading BPO solution provider specializing in customer experience and customer interactions. We focus on people, process, es and technology to create exceptional customer experiences.

We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.


Apply Now

Customer Service Manager – Mr D

Customer Service Manager –  Mr D Food, a leading South African online retailer, is looking for a highly talented  Customer Service Manager to join our team in Cape Town.

We are a young, dynamic, hyper-growth company looking for smart, young, creative, hard-working people to join us. We offer market-related benefits, a great work environment and a promise that you won’t be bored as long as you are prepared for a  challenge and want to build something great.

The position reports to the Customer Service Operations Manager 

Your responsibilities will include: 

  • Order Success Management: To ensure that the order success function is  executed to proactively reduce downstream pressure on the customer services  function and to provide support to the Takealot Delivery Team’s branch network
  • Customer Service Management: To ensure that the operational support functions – restaurant support and order success – are efficiently integrated into the overall customer services processes to best support a great customer experience.
  • Call Centre Leadership & Performance Management: To ensure that the  Operational Support environment is led from the front, that team leaders and agents feel supported, motivated and that a high-performance culture is developed by ensuring both that positive performance is appropriately recognized and that under-performance is not tolerated and managed.
  • Communication and Business Alignment: To ensure that the Operational  Support team is aligned with business goals and that the team is fully aware of their performance and updated on all relevant changes and initiatives. Additionally, the Operational Support team needs to ensure comprehensive incidence reporting to Mr D Food’s relevant operational stakeholders.
  • Operational Hygiene: To ensure that good operational hygiene is undertaken and that all admin is updated.
  • Analysis & Reporting: To make best used of available data and reporting to manage the team based on facts and evidence and to interpret reports to make sound decisions; to identify gaps in data and to proactively work towards  removing such gaps.
  • Regular Reporting: On agent Productivity, aggregate Department, your CS  Team Leaders Balanced scorecards and Inter-department Performance.
  • HR & Recruitment: To recruit appropriately skilled and mature staff and ensure  compliance with regulation and best practices in respect of IR/HR issues and admin.
  • Customer Services Representation: To act as the senior manager on duty within the customer services environment in the absence of the customer  services CSM.
  • Your performance will be measured by: Achievement against data-driven key performance metrics, inter alia: CSAT/NPS, productivity per agent, case documentation, your response time, and your achievement of specific goals &  projects set by the business. Your team, colleagues and other stakeholders will  also conduct 360 degree feedback and have a direct effect on your  performance.

Attributes Required: 

  • Able to build high-performance teams
  • Strong interpersonal skills and the ability to work as an effective team member  and leader of a large team
  • Able to communicate clearly and voice an opinion
  • Self-directed and process orientated
  • A solutions-oriented, can-do attitude and high energy
  • Comfortable and able to function in an ambiguous, fast-paced, high-pressure environment, while maintaining high-quality outputs
  • Excellent analytical and reporting skills

Qualifications and Experience: 

  • Bachelor’s degree
  • Minimum 4 years experience as a manager in a customer service environment
  • Experience in the redesign and implementation of new processes and best practices to improve customer satisfaction metrics.
  • Experience in working in an e-commerce or technology company is a plus

The Environment:

  • employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of being the leading e-commerce company in Africa.
  • We have fun, work hard, take ownership, work in teams to create solutions,  and are always open to direct feedback/new ideas on where we can improve.
  • We are short on ego and high on output.
  • We are doers and not only thinkers, it’s all in the execution after all.
  • We love what we do and what we are creating.

We seek to Employ an Extra Ordinary Mind who:

  • is forthright but respectful
  • is an expert at doing, who can not only design but also execute
  • is analytical, able to use data to make decisions
  • is competitive, self-directed and strive to be the BEST (GREAT requires a lot  of work and does not only happen during business hours)
  • is passionate about the potential of e-commerce and delivering a world-class  customer experience
  • is entrepreneurial, thrives under change and accepts it is a constant and  always looks for solutions to do something better and faster
  • is able to think about problems from a business perspective using technical  and product input
  • is curious and challenge the status quo
  • is innovative and enjoys iteration
  • is collaborative
  • will be at the cutting edge of developing new concepts for
  • thinks like an owner of the business.

If you meet the above you are an Extraordinary Mind so come and join us!

Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.