Operations Manager – Industrial Engineering

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Job Description

Duties & Responsibilities


In Pretoria, a Health Tech Solution Company is currently seeking an Industrial Engineer to optimize the contact center environment. The primary focus of this role is on the operational landscape, analytics, agent performance, customer satisfaction, and overall efficacy of the contact center. The Industrial Engineer will drive change and optimization objectively, relying on various data points. Responsibilities include ensuring the optimal functioning of procedures, systems, and data within the contact center, encompassing daily operations, capacity planning, and reporting. The contact center, responsible for selling Hearing Aids and providing support services on the devices to customers in the US, will benefit from the objective and data-driven approach of the Industrial Engineer. Team management is a key aspect of this role.


Required Nature of Experience:

·Team management
KPI development and implementation
Sales reporting
Operational reporting in call/ contact centres
Customer relations
Working within a digital environment
Process optimisation
Supporting of hardware devices
Stakeholder management
International exposure would be beneficial
Excellent English skills, with a neutral accent

Skills and Knowledge:

Excellent English skills, with a neutral accent
CRM system experience (Salesforce)
Conflict management
Understanding of sales, conversion rates
Process adherence, concerning software and hardware
Managing and implementing poor performance

Key Performance Areas:

Team Management
Planning & Reporting
Customer Experience
Continuous Improvement
Sales and Customer Support Optimisation
Quality & Compliance
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.