ENVIRONMENT:
In Pretoria, a Health Tech Solution Company is currently seeking an Industrial Engineer to optimize the contact center environment. The primary focus of this role is on the operational landscape, analytics, agent performance, customer satisfaction, and overall efficacy of the contact center. The Industrial Engineer will drive change and optimization objectively, relying on various data points. Responsibilities include ensuring the optimal functioning of procedures, systems, and data within the contact center, encompassing daily operations, capacity planning, and reporting. The contact center, responsible for selling Hearing Aids and providing support services on the devices to customers in the US, will benefit from the objective and data-driven approach of the Industrial Engineer. Team management is a key aspect of this role. REQUIREMENTS: Required Nature of Experience: Team management KPI development and implementation Sales reporting Operational reporting in call/ contact centres 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 Skills and Knowledge: 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 Key Performance Areas: Team Management Planning & Reporting Customer Experience Continuous Improvement Sales and Customer Support Optimisation Quality & Compliance
