Operations Manager - Tshwane (Pretoria) at RAD Resources

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:

• 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