Operations Manager (industrial Engineer)
Pretoria, Gauteng, South Africa
Job Description
12:00 - 21:00, Monday - Friday
Job Purpose:
We are looking for an Industrial Engineer to Optimize the contact center environment with a strong focus on the operational landscape, analytics, agent performance, customer satisfaction, and overall efficacy of the contact center.
Drive change and optimization objectively, based on various data points.
- Responsible for ensuring the optimal functioning, procedures, systems and data of the contact centre, which will include daily operations, capacity planning and reporting.
Required nature of experience:
- Team management
- KPI development and implementation
- Sales reporting
- Operational reporting in call/ contact centers
- Customer relations
- Working within a digital environment
- Process optimisation
- Training
- Supporting of hardware devices
- Stakeholder management
- International exposure would be beneficial
- Excellent English skills, with a neutral accent
- Excellent English skills, with a neutral accent
- CRM system experience (Salesforce)
- Conflict management
- Understanding of sales, conversion rates
- Process adherence, concerning software and hardware
- BCEA
- Managing and implementing poor performance
- Team Management
- Planning & Reporting
- Customer Experience
- Continuous Improvement
- Sales and Customer Support Optimisation
- Quality & Compliance
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Job Detail
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Job IdJD1286019
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationPretoria, Gauteng, South Africa
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EducationNot mentioned