Due to growth within this Software and Technology Firm, they are seeking an experienced Operations Manager to lead their call center team in enhancing performance and improving service quality, ultimately driving customer growth. The ideal candidate will assist in establishing objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, and analyze call center data to improve KPI-driven performance and processes for better customer and patient support. A university degree in a related field is required, with at least 3 years of experience as a call center manager or supervisor preferred. Experience in the pharmaceutical or pharmacy industry is also beneficial. DUTIES: 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 coaching agents regarding processes and practices, and explaining 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, analyzing 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 REQUIREMENTS: 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. ATTRIBUTES: 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 #J-18808-Ljbffr