Operations Manager - - Pretoria

We are recruiting for an Industrial Engineer to optimize the operational performance, analytics, and overall efficacy of our contact center. You will be responsible for driving objective improvements and change based on data analysis.

Working hours
12:00 - 21:00, Monday - Friday
The contact centre is responsible for selling and providing support services on the devices to customers, based in the US.

Key Responsibilities:

Optimize daily contact center operations, capacity planning, and procedures
Implement systems to capture relevant performance data across agents, queues, and customer satisfaction
Analyze statistics on service levels, handle times, abandon rates etc. and identify improvement opportunities
Develop simulation models to forecast workload, staffing needs, and service levels
Design and implement performance dashboards and reporting to share key metrics
Conduct time studies and develop standards for contact center processes
Identify process bottlenecks and implement continuous improvement initiatives
Ensure adherence to performance standards and protocols
Collaborate with contact center leadership to translate analysis into action

Required nature of experience: