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Call Centre Performance Manager

1 week ago

Durban, KwaZulu-Natal, South Africa Careerbox Full time
Job Description

We are seeking a highly skilled Business Operations Analyst to join our team at Careerbox. This role plays a critical part in supporting the Operations team in delivering to internal and external staffing plans with our Clients.

Main Responsibilities
  • Monitor and manage contact centre demand across all campaigns daily.
  • Balance activities and staffing to meet service levels.
  • Analyse and review intraday performance data.
  • Identify and report on call drivers, working closely with the operational team to understand reasons for customer contact.
  • Highlight any non-compliance to relevant stakeholders.
  • Implement agreed plans to utilise available capacity and maximise productivity.
Key Skills and Qualifications
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Able to work accurately under pressure.
  • Ability to maintain confidentiality when dealing with sensitive information.
  • Flexibility to adapt to changing priorities and deadlines.
  • Relevant tertiary education or equivalent experience.
  • Proficient in MS Office, particularly Excel and PowerPoint.