Customer Sales & Service Manager

Reporting to:              Contact Centre Manager (CCM)
Direct reports:           Team Leaders
Job status:                   Permanent, Full-Time, Leadership Position
Position Start date: 01 November 2026

PURPOSE

Manage a team of Team Leaders / Supervisors to achieve overall account performance standards and service targets. Manage the performance of individual Team Leaders by monitoring day to day outcomes and providing appropriate coaching and development. Act as client liaison as required, ensuring information is communicated to the team and support units as appropriate. Compile statistics and reports as required, analyse results and take appropriate action to address performance gaps in line with the performance management system.

DUTIES

Operational – Qualitative & Quantitative

• Maintain efficiencies of schedule adherence, call handling times and adherence, call handling and attendance and take action as appropriate to meet performance targets.
• Administrative / client / internal reporting as required.
• Work effectively with quality and training departments to achieve qualitative targets.
• Work effectively with IT, Finance, HR, Operations teams to ensure efficient and effective operation of the business unit.

Financial

• Direct and manage activities to attain and exceed revenue and productivity objectives, effectively communicating performance standards to all direct reports.
• Continuously review work processes and implement changes to improve efficiency and cost effectiveness of the contact centre.
• Effectively make use of Mindpearl incentive budgets.
• Mindful of operational and qualitative decisions and their impact on account revenue.

Client Relationship Management

• Work effectively with the client, maintaining a high level of knowledge of client markets, products and service.
• Manage client expectations in line with business capabilities, proposing feasible alternatives and solutions as required.
• Work closely with account CEM/Q&T Manager/CCM to understand customer expectations and ensure that the qualitative targets are met.

People Management

• Personnel management – oversee Team Leaders to ensure leave processing, return to work interviews, employee counselling, and payroll approvals are conducted in a timely manner and according to Mindpearl policy and procedure.
• Liaise and advise Team Leaders regarding performance issues or development needs of CSSRs in their team. Oversee disciplinary enquiries and issue warnings as required.

Any other duties as reasonably requested by the employer.

KEY PERFORMANCE INDICATORS (KPI’S)

Technical skills (Effectiveness with which employee applies knowledge and skill to job assignments)

• Maintains expert-level job knowledge.
• Analyses problems and seeks to improve work processes.
• Uses tools for the job competently

Quality of work (Manner in which employee completes job assignments)

• Accuracy and precision, thoroughness in completion of job assignments.
• Reliability – 100% attendance to rostered shifts (excluding authorised absences) and 100% adherence to schedule.
• Responds to requests in a timely and positive manner.
• Ensures effective follow-through and/or follow-up.

Quantity of work (Employee’s success in producing the required amount of work)

• Manages own workload, able to set priorities.
• Amount of work completed meets manager and client satisfaction.
• Work is completed and submitted on schedule.

Approach to work (Characteristics the employee demonstrates while performing job assignments)

• Initiative
• Planning & organization
• Flexibility and adaptability
• Follows instructions
• Questions existing work conditions appropriately
• Seeks additional training and development
• Attendance
• Punctuality

Interpersonal skills (Effectiveness of interaction with others and as a team participant)

• Interacts professionally with management, peers, support teams, direct and in-direct reports.
• Participates and contributes to team-based activities in a positive and productive manner.

Communication skills (Effectiveness of verbal and written interactions with others)

• Written communications are clear, concise and accurate.
• Oral communications are clear, concise and accurate.
• Information is communicated and shared willingly.

Leadership skills (Effectiveness as a leader and motivator of their teams)

• Properly aligns responsibility, accountability and authority.
• Sets specific goals for the team and evaluates staff regularly.
• Addresses performance problems effectively and efficiently.
• Ensure staff are trained and developed to the required level of performance.
• Controls costs and maximises resources in line with budgeted requirements.
• Sets high standards for self as well as others.
• Continuously evaluates team and department effectiveness.
• Supports constructive debate and disagreements, welcomes constructive criticism.
• Fosters respect for facts, data and objective analysis.

MINIMUM REQUIREMENTS

• Available to work on a roster basis covering 365 days a year and within hours in accordance with client requirements.
• Demonstrates leadership ability, with a track record of consistently meeting performance targets.
• Self-motivated, resilient and able to maintain a consistent standard of customer service over an entire shift.
• Experience in managing and leading a remote team.
• Able to apply initiative to solve problems and improve work processes.
• Communicates information effectively and in an appropriate manner.
• Calm and methodical decision maker.
• Excellent communication skills – English & Dutch (verbal and written).
• Able to undertake intensive training in complex products.
• Maintains expert-level awareness of product, system and client changes/updates.
• Excellent interpersonal skills, able to provide accurate information and feedback to others.
• Understands and implements strategies to motivate and engage team members.
• Willing to accept feedback and aims to continuously improve and update knowledge and skills.
• Demonstrated ability to work effectively and efficiently in multiple applications within a windows-based computer system.

This position description is not necessarily exhaustive and may evolve over time.

Is this position right for you? Apply now!

Or send your motivation letter and CV by email to operations@jobs.sr

Please submit your CV and motivation letter no later than 23 October 2026