Operational Efficiency Expert

7 days ago


Pretoria, Gauteng, South Africa Salesworx Full time

Salesworx strives to deliver exceptional customer experiences through innovative practices and best-in-class technology.

We are hiring an Operational Efficiency Expert to lead our call centre operations, optimizing performance, and enhancing customer satisfaction.

The ideal candidate will oversee all aspects of call centre operations, drive process improvements, and foster a culture of continuous learning.

Main Focus Areas:
  1. Process Optimization
  2. Culture Building
  3. Continuous Learning

The successful candidate will possess a Bachelor's degree in Business Administration or related field and at least 3-4 years of call center experience or supervisory role in a call centre environment.

A proven track record in managing large customer service teams, strong leadership skills, and experience in call center operations management, performance management, staff training and development programs, CRM systems, budget and resource management, quality assurance programs, and sales and conversion rate optimization are essential.

This role requires the ability to analyze complex data, identify areas for improvement, and implement effective solutions.

Essential Requirements:
  1. Bachelor's degree in Business Administration or related field.
  2. At least 3-4 years of call center experience or supervisory role in a call centre environment.
  3. Proven track record in managing large customer service teams.
  4. Demonstrated experience in:
    1. Call center operations management.
    2. Performance management and metrics tracking.
    3. Staff training and development programs.
    4. CRM systems.
    5. Budget and resource management.
    6. Quality assurance programs.
    7. Sales and conversion rate optimization.


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