ENVIRONMENT: A Health Tech Solution Company in Pretoria is actively seeking an Operations Manager/Industrial Engineer. The key focus of this role is to optimize the contact center environment, placing a strong emphasis on the operational landscape, analytics, agent performance, customer satisfaction, and overall efficiency of the contact center. The position involves driving change and optimization objectively, informed by various data points. The incumbent is responsible for ensuring the optimal functioning of contact center procedures, systems, and data, which includes overseeing daily operations, capacity planning, and reporting. A minimum education requirement for this role is a BEng in Industrial Engineering.
DUTIES: Team Management 20% Establish, improve and ensure supervisors are actively managing the team's KPI's and providing frequent and proactive feedback. Liaise with training and support staff to ensure there are appropriate and continuous team training initiatives. Active monitoring and reporting of performance of team members with regular check-ins, performance appraisals and required documentation. Monitor and manage peak times and operational capacity and establish a model to benchmark requirements. Manage the CRM and other operational systems through the assignment of tasks, leads, and priorities. Work with the GM:B2C to ensure capacity and resources are recruited and hired in time. Manage relevant HR related processes. Enhance and encourage a culture of excellent customer service. Cultivate and maintain a healthy and effective team culture. Ensure other required documents, reports and email accounts are kept up to date and accurate. Planning & Reporting 20% Liaise with top management to understand and articulate strategic direction for the team. Steer the direction of the team by communicating the strategy into a workable and efficient plan. Take ownership of reporting functions including sales reports and KPI reports. Interpret sales reports and advise on improvements. Setup and monitor management-approved key metrics. Report on performance on key metrics to management satisfaction. Maintain team shift schedule and manage exceptions. Customer Experience 20% Ensure customers have a positive view of the company and customer support team. Solve problems effectively and efficiently. Conduct business in a professional manner when communicating with customers. Maintain a high customer satisfaction rating. Ensure agents gather customer feedback. Actively communicate with other staff members to ensure best practice customer satisfaction. Ensure agents reinforce information provided on a call. Ensure a minimal to zero missed call rate. Ensure agents articulate factual and accurate information. Continuous Improvement 15% Provide continuous input on improvement of the contact center procedures. Ensure key metrics stay relevant and are continuously improved. Assist with audits on communication logs to identify areas for improvement. Liaise with the Continuous Improvement team to maintain the list of FAQs. Alert top management to the needs of customers. Provide customer feedback on product or training information. Ensure agents actively participate in training activities. Sales 10% Ensure the team meets sales targets and KPI's. Drive the upsell of additional products. Maintain a high sales conversion rate. Assist in achieving set revenue goals and targets. Customer Support 10% Manage escalations from the supervisors. Manage customer cases and complaints in the CRM. Ensure agents action inbound support calls according to applicable procedures. Ensure agents maintain a high first contact resolution rate. Quality & Compliance 5% Ensure communication is ethical and in line with Company Policy. Monitor and enforce correct use of internal systems. Maintain customer records in accordance with procedures. Ensure QA procedures are in place and actioned. REQUIREMENTS: Minimum education (essential): BEng Industrial Engineering Minimum applicable experience (years): 3+ years in Call/ Contact Centers 2+ years Management Required nature of experience: Team management KPI development and implementation Sales reporting Operational reporting in call/ contact centres Customer relations Process optimisation Stakeholder management International exposure would be beneficial Skills and Knowledge (essential): Excellent English skills, with a neutral accent CRM system experience (Salesforce) Conflict management Understanding of sales, conversion rates Process adherence ATTRIBUTES: Examining Information Interpreting Data Adopting Practical Approaches Providing Insights Making Decisions Team Working Meeting Timescales Taking Action Documenting Facts Developing Expertise Exploring Possibilities Convincing People Challenging Ideas Directing People Showing Composure Resolving Conflict Embracing Change Inviting Feedback Managing Tasks Producing Output
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