Description:
A well-established company based in Pretoria East has a vacancy available for an Operations Manager (Industrial Operations Engineer) for their Contact Centre department.
The ideal candidate will optimize the contact center, focusing on the operational landscape, analytics, agent performance, customer satisfaction, and overall efficacy of the contact center and drive change and optimization objectively, based on various data points.
The Operations Manager will be responsible for ensuring the optimal functioning, procedures, systems, and data of the contact center, which will include daily operations, capacity planning, and reporting.
This is a permanent in-house position and the working hours for the contact center/call center are 12:00 to 21:00, Monday to Friday.
Benefits: Pension fund, risk-benefit, 13 th cheque, etc.
Requirements:
Requirements:
Matric essential.
Industrial Engineering Degree essential.
At least 3 years of relevant Call/Contact Center work experience.
2+ years of team management work experience.
KPI development and implementation.
Sales reporting.
Operational reporting in call/contact centers.
Customer relations.
Working within a digital environment.
Process optimization.
Training.
Supporting hardware devices.
Stakeholder management.
International exposure is advantageous.
Excellent English skills, with a neutral accent.
CRM system experience (Salesforce).
Conflict management.
Understanding of sales, and conversion rates.
Process adherence, concerning software and hardware.
BCEA.
Managing and implementing poor performance.