Operations Manager – Industrial Engineering

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:

• Team management
• KPI development and implementation
• Operational reporting in call/contact centres
• Customer relations
• Working within a digital environment
• Process optimisation
• Training
• Supporting of hardware devices
• 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

Key Performance Areas:

• Team Management
• Planning & Reporting
• Customer Experience
• Sales and Customer Support Optimisation
• Quality & Compliance