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
- 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
- Examining Information
- Interpreting Data
- Adopting Practical Approaches
- Providing Insights
- Making Decisions
- Team Working
- Meeting Timescales
- Taking Action
- Documenting Facts
- Developing Expertise
- Exploring Possibilities
- Convincing People
- Challenging Ideas
- Directing People
- Showing Composure
- Resolving Conflict
- Embracing Change
- Inviting Feedback
- Managing Tasks
- Producing Output
- Team Management
- Planning & Reporting
- Customer Experience
- Sales Optimization
- Customer Support
- Quality & Compliance
