South Africa: Operations Manager posted by Datafin
Posted on 2025-04-30 00:00:00
| Employer | Datafin |
|---|---|
| Category | Other IT/Computer |
| Location | South Africa / South Africa |
Job Summary
Pretoria/Centurion – Gauteng – South Africa
- Manage operations and teams – hourly, daily and monthly KPIs
- Hiring, training, coaching, and leading call center agents
- Contribute to improving the companys 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
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