Operations Manager – Industrial Engineering

ENVIRONMENT:In Pretoria, a Health Tech Solution Company is currently seeking an Industrial Engineer to optimize the contact center environment. The primary focus of this role is on the operational landscape, analytics, agent performance, customer satisfaction, and overall efficacy of the contact center. The Industrial Engineer will drive change and optimization objectively, relying on various data points. Responsibilities include ensuring the optimal functioning of procedures, systems, and data within the contact center, encompassing daily operations, capacity planning, and reporting. The contact center, responsible for selling Hearing Aids and providing support services on the devices to customers in the US, will benefit from the objective and data-driven approach of the Industrial Engineer. Team management is a key aspect of this role.REQUIREMENTS:Required Nature of Experience:Team managementKPI development and implementationSales reportingOperational reporting in call/contact centersCustomer relationsWorking within a digital environmentProcess optimizationTrainingSupporting of hardware devicesStakeholder managementInternational exposure would be beneficialExcellent English skills, with a neutral accentSkills and Knowledge:Excellent English skills, with a neutral accentCRM system experience (Salesforce)Conflict managementUnderstanding of sales, conversion ratesProcess adherence, concerning software and hardwareManaging and implementing poor performanceKey Performance Areas:Team ManagementPlanning & ReportingCustomer ExperienceContinuous ImprovementSales and Customer Support OptimizationQuality & Compliance
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