National Operations Coordinator

1 month ago


Centurion, Gauteng, South Africa LuMac Recruitment and Consulting Full time
Job Title: National Operations Coordinator

LuMac Recruitment and Consulting is seeking a highly skilled National Operations Coordinator to join our team. As a key member of our operations team, you will be responsible for overseeing the day-to-day activities of our call centre and ensuring that our customers receive exceptional service.

Key Responsibilities:
  • Manage and improve centre performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
  • Develop and implement best call centre methods and procedures to ensure positive morale and effective daily operations.
  • Conduct staff performance reviews, assess needs, and provide training and development opportunities to enhance employee skills and knowledge.
  • Establish and maintain high standards for productivity, quality, and customer service.
  • Develop and implement systems for customer interaction and voice response, and control the implementation process.
  • Manage and oversee overall performance and service level agreement of all Corporate and Insurance accounts.
  • Responsible for all management feedback reports and presentations as requested or scheduled.
  • POPIA compliance executed and maintained.
  • Ensuring auditing takes place as per company policy and procedure.
  • Mandates acquired for all new sales and all transactions related to debit orders.
Requirements:
  • Proven experience in call centre management or a related field.
  • Strong leadership and communication skills.
  • Ability to analyze data and make informed decisions.
  • Knowledge of call centre software and systems.
  • Ability to work in a fast-paced environment and meet deadlines.
What We Offer:
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.


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