Due to growth, we are looking for another experienced OPERATIONS MANAGER who can lead our call center representatives to better performance and improve service quality, leading to customer growth.The suitable candidate will assist in establishing objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze and utilize call center data to focus on improving KPI-driven performance and processes to better support customers / patients.Responsibilities:Manage operations and teams - hourly, daily and monthly KPIsHire, train, coach, and lead call center agentsContribute to improving our servicesAnswer agents' questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by agentsLead team meetings, ask questions to better understand the calls agents are receiving, educate and coach agents regarding processes and practices, and explain expectationsAssist other management team members in identifying trends and establishing call center goalsEnsure agents are achieving desired service levels and take corrective action, as neededPrepare reports, analyze call center data and take appropriate actions to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfactionAttend to important tasks or projects to support agents and call center operationsRequirements:University degree in related fieldAt least 3 years experience as call center manager or supervisor preferredExperience in Pharmaceutical and/or Pharmacy Industry would be beneficialLanguages: fluent in Afrikaans and English (writing, reading, and speech)Experience working with Microsoft Office, specifically ExcelData analysis experience and proficiency in data analytics (crucial)Ability to multitask and remain calm under pressureExceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skillsKnowledge of management and customer service principlesStrong coaching and leadership skills, ability to motivate employeesDecisiveness and attention to detailProficiency with the necessary technology, including computers, software applications, phone systems, etc.Polite, professional phone voiceExcellent leadership skills
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