Industrial Operations Engineer

Work Location:

180 Garsfontein Road, Ashlea Gardens, Pretoria

Working Hours

12:00 - 21:00, Monday - Friday

Job Purpose

Optimize the contact center environment with a strong focus on the operational landscape, analytics, agent performance, customer satisfaction, and overall efficacy of the contact center.

Drive change and optimization objectively, based on various data points.

Responsible for ensuring the optimal functioning, procedures, systems and data of the contact center, which will include daily operations, capacity planning and reporting.

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 centers
• Customer relations
• Working within a digital environment
• Process optimisation
• Training
• Supporting of hardware devices
• 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, concerning software and hardware
• BCEA
• Managing and implementing poor performance

Essential Competencies

• Examining Information
• Interpreting Data
• Adopting Practical Approaches
• Providing Insights
• Making Decisions
• Team Working
• Meeting Timescales
• Taking Action

Important Competencies:

• Documenting Facts
• Developing Expertise
• Exploring Possibilities
• Convincing People
• Challenging Ideas
• Directing People
• Showing Composure
• Resolving Conflict
• Embracing Change
• Inviting Feedback
• Managing Tasks
• Producing Output

Key Performance Areas

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