Operations Manager

Recruiter:

Telebest

Job Ref:

DBT000184/sd

Date posted:

Monday, April 19, 2021

Location:

Johannesburg, South Africa

Salary:

Market Related

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.

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