Operational Manager

5 months ago


Gauteng, South Africa PG Group (Pty) Ltd Full time

**Main job purpose**
- Responsible for overseeing the day-to-day operations of the Contact Centre. Develop new processes and systems to improve efficiency and quality control within the Contact Centre Operations.

**Main Objective**
- Providing leadership and management to staff members within the relevant teams, in the Contact Centre to ensure that goals are met
- Analyzing data to determine and critically assess which marketing strategies and promotions run by the Contact Centre was most effective for increasing sales or customer satisfaction, aligned to business objectives.
- Work with the relevant stakeholders and implement training programs for employees and teams, to ensure that they are equipped with the knowledge and skills necessary to perform their jobs effectively in a dynamic environment focused on continuous improvement.
- Creating and maintaining a culture of excellence within the Contact Centre through effective coaching, training and mentoring that inspires employees to do their best work in full, on time, every day to customers and business expectations
- Evaluating and improving Contact Centre operations by developing new policies and procedures, conducting audits, and making recommendations for change with the implementation to success.
- Review processes for improved productivity and efficiencies, in own and across lines.
- Ensure Administrative procedures enhances customer service and improve efficiency.

**Critical job requirements**

**Qualification(s)**
- Grade 12
- Relevant Commerce Degree

**Knowledge**
- Knowledge of Contact Centre Metrics

**Skills**
- Effective communication
- Problem Solving
- Leadership skills
- Interpersonal Skills
- Process Aptitude

**Experience**
- 8 years Contact Centre experience
- 5 Years experience as a Team Leader

**Job Types**: Full-time, Permanent

**Salary**: R500,000.00 - R1,000,000.00 per year


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