Industrial Operations Engineer at hearX Group

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

Skills and Knowledge (essential):

• 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

Essential Competencies:

• Examining Information
• Interpreting Data
• Adopting Practical Approaches
• Providing Insights
• Making Decisions
• Team Working
• Meeting Timescales
• Taking Action

Important Competencies:

• Documenting Facts
• Developing Expertise
• Exploring Possibilities
• Convincing People
• Challenging Ideas
• Directing People
• Showing Composure
• Resolving Conflict
• Embracing Change
• Inviting Feedback
• Managing Tasks
• Producing Output

Key Performance Areas:

• Team Management 
• Planning & Reporting 
• Customer Experience 
• Sales Optimization 
• Customer Support 
• Quality & Compliance