Operations Manager/Industrial Engineer

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Key Responsibilities:

Optimize daily contact center operations, capacity planning, and procedures.
Implement systems to capture relevant performance data across agents, queues, and customer satisfaction.
Analyze statistics on service levels, handle times, abandon rates, etc. and identify improvement opportunities.
Develop simulation models to forecast workload, staffing needs, and service levels.
Design and implement performance dashboards and reporting to share key metrics.
Conduct time studies and develop standards for contact center processes.
Identify process bottlenecks and implement continuous improvement initiatives.
Ensure adherence to performance standards and protocols.
Collaborate with contact center leadership to translate analysis into action.

Required Nature of Experience:

Team management.
KPI development and implementation.
Sales reporting.
Operational reporting in call/contact centers.
Customer relations.
Working within a digital environment.
Process optimisation.
Training.
Supporting of hardware devices.
Stakeholder management.
International exposure would be beneficial.
Excellent English skills, with a neutral accent.

Skills and Knowledge:

Excellent English skills, with a neutral accent.
CRM system experience (Salesforce).
Conflict management.
Understanding of sales, conversion rates.
Process adherence, concerning software and hardware.
BCEA.
Managing and implementing poor performance.

Qualifications:
* BEng Industrial Engineering Degree
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