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Operations Manager (Industrial Engineer)Job Purpose:We are looking for an Industrial Engineer to optimize our 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 centre, which will include daily operations, capacity planning and reporting.The contact centre is responsible for selling products and providing support services on the products to our customers, based in the US. Team managementRequired nature of experience:Team managementKPI development and implementationSales reportingOperational reporting in call/ contact centersCustomer relationsWorking within a digital environmentProcess optimisationTrainingSupporting of hardware devicesStakeholder managementInternational exposure would be beneficialExcellent English skills, with a neutral accentSkills and KnowledgeExcellent English skills, with a neutral accentCRM system experience (Salesforce)Conflict managementUnderstanding of sales, conversion ratesProcess adherence, concerning software and hardwareBCEAManaging and implementing poor performanceKey Performance Areas:Team ManagementPlanning and ReportingCustomer ExperienceContinuous ImprovementSales and Customer Support Optimisation Quality and ComplianceRemuneration Market related See Description See Description Apply Now

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