Operations Manager

About the position

oin an award-winning team that is changing the world through cutting-edge technology innovations. With a caring, energetic culture, they foster great collaborations and provide opportunities to do groundbreaking work.

Their tech-savvy team is always on the leading edge. They leverage the latest advancements to continuously improve their products and services. There are no limits to what they can accomplish.

Make an impact on society while working alongside talented, motivated colleagues. They value high performers who share our passion. The work is challenging but extremely rewarding.

With an inspiring mission, flexible environment, and culture of creativity, they are shaping the future.
We are recruiting for an Industrial Engineer to optimize the operational performance, analytics, and overall efficacy of our contact center. You will be responsible for driving objective improvements and change based on data analysis.

Working hours
12:00 - 21:00, Monday - Friday
The contact centre is responsible for selling and providing support services on the devices to customers, based in the US.

Key Responsibilities:

• Optimize daily contact center operations, capacity planning, and procedures
• Implement systems to capture relevant performance data across agents, queues, and customer satisfaction
• Analyze statistics on service levels, handle times, abandon rates etc. and identify improvement opportunities
• Develop simulation models to forecast workload, staffing needs, and service levels
• Design and implement performance dashboards and reporting to share key metrics
• Conduct time studies and develop standards for contact center processes
• Identify process bottlenecks and implement continuous improvement initiatives
• Ensure adherence to performance standards and protocols
• Collaborate with contact center leadership to translate analysis into action

Required nature of experience:

• Team management
• KPI development and implementation
• Sales reporting
• Operational reporting in call/ contact centers
• 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

Qualifications
* BEng Industrial Engineering Degree

Desired Skills:

• Business Analyst
• Industrial Engineer
• Operations Manager