Call Centre Process Improvement Specialist

1 month ago


Pretoria, Gauteng, South Africa HR Genie Full time

We are seeking a skilled Call Centre Process Improvement Specialist to join our team at HR Genie in Pretoria, Menlyn. This is a contract position that offers stability, growth, attractive rates, and a great working environment.

Key Responsibilities:

  • Call Monitoring: Our ideal candidate will listen to live or recorded calls to ensure agents adhere to company guidelines and provide quality service.
  • Agent Performance Evaluation: They will evaluate agents' interactions with customers, providing feedback and coaching to improve process and communication.
  • Process Analysis and Improvement: Analysts will assess technology and skills within the team, implementing new technologies or tools to streamline processes and enhance customer interactions.
  • Competitor Benchmarking: Our specialist will compare the call centre's performance with competitors to identify strengths and weaknesses.
  • Evaluation Program Development: They will design metrics and programs to assess and improve agent performance and customer service quality.

Technical Requirements:

  • Analytical Skills: The ability to analyze data and identify trends to improve processes and performance.
  • Technical Proficiency: Familiarity with call centre 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 centre meets or exceeds customer expectations.
  • Project Management: Managing multiple projects and initiatives to improve call centre processes and performance.
  • Adaptability: Staying updated with the latest technologies and industry trends to continuously improve call centre operations.

Estimated Salary Range: R250,000 - R350,000 per annum



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