Operations Manager (Industrial Engineer) at CLS Human Capital Specialists

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 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
• 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
• BCEA
• Managing and implementing poor performance

Key Performance Areas:

• Team Management
• Planning & Reporting
• Customer Experience
• Continuous Improvement
• Sales and Customer Support Optimisation 
• Quality & Compliance