Operations Manager/Industrial Engineer

2 weeks ago


Pretoria, Gauteng, South Africa Rad Resources Full time
Key Responsibilities:
  • Optimize daily contact center operations, capacity planning, and procedures
  • Implement systems to capture relevant performance data across agents, queues, and customer satisfaction
  • Analyze statistics on service levels, handle times, abandon rates etc. and identify improvement opportunities
  • Develop simulation models to forecast workload, staffing needs, and service levels
  • Design and implement performance dashboards and reporting to share key metrics
  • Conduct time studies and develop standards for contact center processes
  • Identify process bottlenecks and implement continuous improvement initiatives
  • Ensure adherence to performance standards and protocols
  • Collaborate with contact center leadership to translate analysis into action

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

Skills and Knowledge
  • 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

Qualifications
* BEng Industrial Engineering Degree

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