Senior Call Centre Process Improvement Specialist

20 hours ago


Pretoria, Gauteng, South Africa NTT Data Full time
About the Role

We are seeking a highly skilled Senior Call Centre Process Improvement Specialist to join our team at NTT Data. This is an exciting opportunity for a motivated individual to make a significant impact on our call centre operations.

Key Responsibilities
  • Process Monitoring and Analysis: The successful candidate will be responsible for monitoring calls and assessing agent performance to ensure they adhere to company guidelines and provide quality service.
  • Performance Evaluation and Coaching: They will evaluate agents interactions with customers, providing feedback and coaching to improve process and communication skills.
  • Technology Implementation and Skills Assessment: The specialist will assess technology and skills within the team, implementing new technologies or tools to streamline processes and improve customer interactions.
  • Competitor Analysis and Performance Metrics: They will compare the call centre's performance with competitors to identify strengths and weaknesses, and design evaluation programs to assess and improve agent performance and customer service quality.
Technical Skills and Qualifications
  • Analytical and Problem-Solving Skills: The ideal candidate will have strong analytical skills to analyse data and identify trends to improve processes and performance, as well as problem-solving skills to identify issues and implement effective solutions.
  • Technical Proficiency and Communication Skills: They should be familiar with call centre software like Office 365 and Excel for data management and reporting, and possess strong verbal and written communication skills to provide clear feedback and training to agents.
  • Project Management and Adaptability: The specialist will need to manage multiple projects and initiatives to improve call centre processes and performance, and stay updated with the latest technologies and industry trends to continuously improve call centre operations.
About the Salary

The estimated salary for this role is between $60,000 and $80,000 per year, depending on experience and qualifications.



  • Pretoria, Gauteng, South Africa Boardroom Appointments Full time

    Job DescriptionWe are seeking an experienced Call Centre Process Analyst to join our team at Boardroom Appointments.As a Call Centre Operational Excellence Specialist, you will be responsible for monitoring calls, assessing agent performance, identifying trends, implementing technology, and conducting competitor analysis.The successful candidate will have...


  • Pretoria, Gauteng, South Africa Numeral XII (Pty) Ltd. Full time

    Position: Sales Call Centre AgentAt Numeral XII (Pty) Ltd., we are seeking a skilled Sales Call Centre Agent to play a crucial role in our team. As the first point of contact between our customers and the company, this role sets the tone for customer satisfaction.This position requires a specialist who is an expert in achieving and exceeding sales targets....


  • Pretoria, Gauteng, South Africa NTT Data Full time

    Job SummaryWe are seeking a highly skilled Business Process Quality Improvement Specialist to join our team at NTT Data. This role will be responsible for analyzing and improving business processes to increase efficiency and quality of customer interactions.About the RoleThis is a critical role that requires a strong analytical mindset, excellent...


  • Pretoria, Gauteng, South Africa Numeral XII (Pty) Ltd. Full time

    Job Title: Sales Call Centre AgentAt Numeral XII (Pty) Ltd., we are seeking a highly skilled and motivated Sales Call Centre Agent to join our team. As a Sales Call Centre Agent, you will be the first point of contact for our customers, and your primary responsibility will be to provide exceptional customer service and sales support.Key Responsibilities:Meet...


  • Pretoria, Gauteng, South Africa E2E Staffing (PTY) LTD Full time

    E2E Staffing (PTY) LTD is currently seeking a skilled Manufacturing Process Improvement Specialist to join their team.About the Role:This exciting opportunity will involve working with the company's CI initiative, driving cultural change through process improvement projects, training, and workshops. The ideal candidate will have a strong background in...


  • Pretoria, Gauteng, South Africa TalentCru Full time

    TalentCru is seeking a seasoned Quality Assurance Agent with 5+ years of quality management experience in a Call Centre environment to join their team on a 3-year contract.Grade 12Certificate in Quality AssuranceMinimum 8 years (preferably over 10 years) of quality management experience, including:Quality AssuranceService DeskFamiliarity with IVANTI Service...


  • Pretoria, Gauteng, South Africa Isilumko Staffing Full time

    Job SummaryWe are seeking a highly motivated and results-driven Call Centre Sales Agent to join our team at Isilumko Staffing. As a key member of our sales team, you will be responsible for selling funeral and life policies to clients through outbound calls.Key ResponsibilitiesSell funeral and life policies to clients through outbound callsApply product...


  • Pretoria, Gauteng, South Africa Boardroom Appointments Full time

    Job DescriptionWe are seeking a highly skilled Customer Experience Improvement Specialist to join our team at Boardroom Appointments. This is a 6-month contract opportunity that requires strong analytical and communication skills, as well as technical proficiency in software like Office 365 and Excel.About the RoleMonitor calls to ensure agents adhere to...


  • Pretoria, Gauteng, South Africa Numeral XII (Pty) Ltd. Full time

    Job OverviewWe are seeking a highly skilled and experienced Sales Call Centre Agent to join our team at Numeral XII (Pty) Ltd. in Pretoria.Key ResponsibilitiesSales - You will be responsible for generating sales and increasing revenue for the company.Conversion of Leads - Convert 90% of leads received into sales.Sales Targets - Meet and exceed your monthly...


  • Pretoria, Gauteng, South Africa Isilumko Staffing Full time

    We are seeking experienced Call Centre Agents to join our team at Isilumko Staffing.Key Responsibilities:Handling long term insurance sales callsProviding exceptional customer serviceMeeting sales targets and earning commissionRequirements:Matric certificateClear ITCRE 5 qualification within 2 years of DOFAFull FAIS credits within 6 years of DOFA


  • Pretoria, Gauteng, South Africa Isilumko Staffing Full time

    We are seeking a highly motivated and results-driven Call Centre Consultant to join our team at Isilumko Staffing. As a key member of our client's Pharmaceutical Industry team, you will be responsible for providing exceptional customer service to clients and stakeholders.Key Responsibilities:Respond to customer inquiries and resolve issues in a timely and...

  • Call Centre Leader

    2 weeks ago


    Pretoria, Gauteng, South Africa Advius (Pty) Ltd Full time

    Hello, Job Seekers!Our client, Advius (Pty) Ltd, is looking to employ a skilled Call Centre Leader with a proven track record in debt recovery and target-driven sales.In this role, you will lead, train, and motivate a team of agents to meet and exceed their goals while driving sales performance. If you have strong leadership skills, a passion for motivating...


  • Pretoria, Gauteng, South Africa Nedbank Head Office Full time

    Job Title: Business Analysis Centre of Excellence SpecialistJob PurposeAs a Business Analysis Centre of Excellence Specialist at Nedbank Head Office, you will be instrumental in establishing and maintaining the highest standards of business analysis across the enterprise. Your role will involve delivering comprehensive training, methods, and techniques to...


  • Pretoria, Gauteng, South Africa Isilumko Staffing Full time

    Job OpportunityWe are seeking a highly skilled and motivated Senior Insurance Sales Consultant to join our team at Isilumko Staffing.About the RoleThe successful candidate will be responsible for selling funeral and life policies to clients through outbound calls. Key responsibilities include applying product knowledge, capturing policy details on the...


  • Pretoria, Gauteng, South Africa MECS Africa Full time

    Job Title:Senior Technical SpecialistAbout the Role:MECS Africa seeks an experienced Senior Technical Specialist to join our team. The successful candidate will have extensive knowledge of PeopleSoft Finance and Supply Chain Management (FSCM) and PeopleSoft Human Capital Management (HCM).Key Responsibilities:Design, develop, and implement advanced PeopleSoft...


  • Pretoria, Gauteng, South Africa E2E Staffing (PTY) LTD Full time

    Job SummaryWe are seeking an experienced Automation Process Specialist to join our team at E2E Staffing (PTY) LTD. This role involves providing training and support to production staff, monitoring production line concerns, and implementing process improvements.Key Responsibilities:Implement automation solutions to improve efficiency and qualityTrain...


  • Pretoria, Gauteng, South Africa IT Ridge Technologies Full time

    Job Title: Telecommunication SpecialistAt IT Ridge Technologies, we are seeking a highly skilled Telecommunication Specialist to join our team. The ideal candidate will have a strong background in telecommunications and network systems, with a focus on designing, implementing, and maintaining complex telecommunications systems.Key...


  • Pretoria, Gauteng, South Africa Telebest Full time

    Job Opportunity for Senior .Net Developer SpecialistTelebest is seeking a highly skilled Senior .Net Developer Specialist to join our team in Pretoria.Key Responsibilities:Contribute to the planning, development, and maintenance of customized business applications to support business operations.Identify and resolve system or application-related...


  • Pretoria, Gauteng, South Africa Imizizi Full time

    About the Role:Imizizi is seeking a skilled Process Excellence Specialist to join our team. As a key member of our IT operations team, you will be responsible for providing technical support and services to our customers. Your primary focus will be on delivering operations support services, utilizing your analytical and problem-solving skills to ensure...


  • Pretoria, Gauteng, South Africa Minopex Full time

    **Job Description for Senior Trade Maintenance Specialist at Minopex**About the Role:We are seeking a highly skilled and experienced Senior Trade Maintenance Specialist to join our team at Minopex. This is an exciting opportunity to work with our engineering equipment and ensure their safe operation.Key Responsibilities: Investigate, diagnose, and perform...