Operations Manager

• Manage operations and teams – hourly, daily and monthly KPIs
• Hiring, training, coaching, and leading call center agents
• Contribute to improving the company’s services
• Answering agents’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by agents
• Leading team meetings, asking questions to better understand the calls agents are receiving, educating, and coach agents regarding processes and practices, and explain expectations
• Assisting other management team members in identifying trends and establishing call center goals
• Ensuring agents are achieving desired service levels and taking corrective action, as needed
• Preparing reports, analysing call center data and taking appropriate actions to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Attending to important tasks or projects to support agents and call center operations

• University degree in related field
• At least 3 years’ experience as call center manager or supervisor preferred
• Experience in Pharmaceutical and / Pharmacy Industry would be beneficial
• Languages: fluent in Afrikaans and English (writing, reading and speech)
• Experience working with Microsoft Office, specifically Excel
• Data analysis experience and proficiency in data analytics (crucial)
• Knowledge of management and customer service principles
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone voice

• Ability to multitask and remain calm under pressure
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• Strong coaching and leadership skills, ability to motivate employees
• Decisiveness and attention to detail 
• Excellent leadership skills 

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.