Business Process Optimization Specialist

2 months ago


Menlyn, South Africa HR Genie Full time

Our client, a global tech firm, seeks a highly skilled Business Process Optimization Specialist to join their team in Pretoria, Menlyn on a contract basis. They offer attractive rates and a great working environment.

Key Responsibilities
  • Call Center Monitoring: Analyze live or recorded calls to ensure agents adhere to company guidelines and provide quality service
  • Agent Performance Assessment: Evaluate agent interactions with customers, providing feedback and coaching to improve process and communication
  • Process Improvement: Implement new technologies, tools, or ways of work to streamline processes and enhance customer interactions
  • Competitor Analysis: Compare the call center's performance with competitors to identify strengths and weaknesses
  • Evaluation Program Design: Develop metrics and programs to assess and improve agent performance and customer service quality
Technical Skills Required
  • Analytical Skills: Ability to analyze data and identify trends to improve processes and performance.
  • Technical Proficiency: Familiarity with call center software like Office 365 and Excel for data management and reporting.
  • Communication Skills: Strong verbal and written communication skills to provide clear feedback and training to agents.
  • Problem-Solving: Ability to identify issues and implement effective solutions to enhance efficiency and customer satisfaction.
  • Attention to Detail: Ensuring accuracy in data analysis and reporting to maintain high standards of quality.
  • Customer Service Orientation: Understanding customer needs and ensuring the call center meets or exceeds customer expectations.
  • Project Management: Managing multiple projects and initiatives to improve call center processes and performance.
  • Adaptability: Staying updated with the latest technologies and industry trends to continuously improve call center operations.
Estimated Salary:

R 250,000 - R 350,000 per annum, depending on experience.



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