National Operations Coordinator
6 days ago
**Job Title:** National Operations Coordinator
**Job Summary:** We are seeking a highly skilled National Operations Coordinator to join our team at LuMac Recruitment and Consulting. The successful candidate will be responsible for overseeing the day-to-day operations of our call center, ensuring excellent customer service, and driving business growth.
Key Responsibilities:- **Oversee Call Center Operations:** Manage the call center team, ensuring they meet and exceed customer service standards.
- **Develop and Implement Best Practices:** Establish and maintain best practices for customer interaction, voice response, and system audits.
- **Conduct Performance Reviews:** Assess staff performance, identify areas for improvement, and develop strategies to enhance productivity and quality.
- **Manage Budget and Resources:** Prepare and manage the annual budget, ensuring effective use of resources and cost control.
- **Analyze Call Center Trends:** Collect and analyze data to identify trends and areas for improvement, providing regular performance reports to stakeholders.
- **Maintain System and Process Improvement:** Identify opportunities for system and process improvement, working closely with the operations and marketing teams to implement changes.
- **Ensure Compliance:** Ensure the company call center operates within the framework of legislation in South Africa, enforcing company rules and policies.
- **Manage Service Level Agreements:** Oversee the performance and service level agreements of all corporate and insurance accounts.
**Requirements:**
- Proven experience in call center management or a related field.
- Excellent leadership and communication skills.
- Ability to analyze data and identify trends.
- Strong problem-solving and decision-making skills.
- Knowledge of customer service principles and best practices.
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