Due to growth within this Software and Technology Firm, they are seeking an experienced Operations Manager to lead their call center team in enhancing performance and improving service quality, ultimately driving customer growth. The ideal candidate will assist in establishing objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, and analyze call center data to improve KPI-driven performance and processes for better customer and patient support. A university degree in a related field is required, with at least 3 years of experience as a call center manager or supervisor preferred. Experience in the pharmaceutical or pharmacy industry is also beneficial.DUTIES:Manage operations and teams - hourly, daily and monthly KPIsHiring, training, coaching, and leading call center agentsContribute to improving the company's servicesAnswering agents' questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by agentsLeading team meetings, asking questions to better understand the calls agents are receiving, educating, and coaching agents regarding processes and practices, and explaining expectationsAssisting other management team members in identifying trends and establishing call center goalsEnsuring agents are achieving desired service levels and taking corrective action, as neededPreparing reports, analyzing call center data and taking appropriate actions to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfactionAttending 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 / 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)Knowledge of management and customer service principlesProficiency with the necessary technology, including computers, software applications, phone systems, etc.ATTRIBUTES:Ability to multitask and remain calm under pressureExceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skillsStrong coaching and leadership skills, ability to motivate employeesDecisiveness and attention to detailExcellent leadership skills
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