Operations Manager/Industrial Engineer

Key Responsibilities:Optimize daily contact center operations, capacity planning, and proceduresImplement systems to capture relevant performance data across agents, queues, and customer satisfactionAnalyze statistics on service levels, handle times, abandon rates etc. and identify improvement opportunitiesDevelop simulation models to forecast workload, staffing needs, and service levelsDesign and implement performance dashboards and reporting to share key metricsConduct time studies and develop standards for contact center processesIdentify process bottlenecks and implement continuous improvement initiativesEnsure adherence to performance standards and protocolsCollaborate with contact center leadership to translate analysis into actionRequired nature of experience:Team managementKPI development and implementationSales reportingOperational reporting in call/ contact centersCustomer relationsWorking within a digital environmentProcess optimisationTrainingSupporting of hardware devicesStakeholder managementInternational exposure would be beneficialExcellent English skills, with a neutral accentSkills and KnowledgeExcellent English skills, with a neutral accentCRM system experience (Salesforce)Conflict managementUnderstanding of sales, conversion ratesProcess adherence, concerning software and hardwareBCEAManaging and implementing poor performanceQualifications* BEng Industrial Engineering Degree