Operations Manager

SUMMARY:
Our client in the Randburg area, has an opportunity available for an Operations Manager in Call Center industry.

POSITION INFO:

Requirements:

• Successfully completed commercial or business studies
• 5+ years call center leadership experience; with account management preferred
• Advanced English Level + C1 CEFR
• Customer Service Experience with multinationals or international accounts
• Numerical and analytical capacity
• Ability to lead, guide and motivate team members to achieve desired results
• Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools
• Familiar with COPC and other related call center operation standards
• Proficient in Microsoft Office Suite and other business programs as required
• Mastery of metric and KPI management

KPAs:

• Ensure compliance with the contents of the contracts of each of the line of businesses under its responsibility
• Analyze and interpret the results, detect root causes of areas of opportunities and act even with precision until resolving incidents
• Detect needs and/or areas of opportunity of each of the clients under their responsibility and implement strategies for continuous improvement
• Manage the operations with quality oriented to the satisfaction of the end users of our client to ensure the objective of Integral Solution at the first contact
• Prepare, analyze and interpret reports for the Site Director

Please note should you not receive a response within 7 days of applying, you may consider your application as being unsuccessful. 

NB! This job is now closed. You can apply for other jobs by uploading your CV.