Operations Manager
Teleresources
Gauteng, JHB - North
4d ago

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

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.

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