Industrial Operations Engineer

Boardroom Appointments; Pretoria; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A recruitment agency is seeking an experienced Industrial Operations Engineer based in Pretoria, South Africa. This role focuses on optimizing the contact center environment, driving change based on analytics, and ensuring efficient operations. Ideal candidates should possess over 3 years of experience in Call/Contact Centers and 2 years in management. Strong English skills and CRM experience, particularly with Salesforce, are essential. The position offers opportunities to enhance overall business efficacy and customer satisfaction.

Qualifications

• Minimum 3+ years in Call/Contact Centers.
• At least 2+ years of Management experience.

Responsibilities

• Optimize the contact center environment focusing on analytics, agent performance, and customer satisfaction.
• Drive change and optimization based on data points.
• Ensure optimal functioning of procedures and systems in daily operations.

Skills

Excellent English skills

CRM system experience (Salesforce)

Conflict management

Understanding of sales, conversion rates

Process adherence

BCEA

Managing and implementing poor performance

Job description

About the job Industrial Operations Engineer

• Minimum applicable experience (years):
• 3+ years in Call/Contact Centers
• 2+ years Management

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

Responsibilities:

• Optimize the contact center environment with a strong focus on the operational landscape, analytics, agent performance, customer satisfaction, and overall efficacy of the business
• Drive change and optimization objectively, based on various data points.
• Responsible for ensuring the optimal functioning, procedures, systems and data of a contact center, which will include daily operations, capacity planning and reporting.