Industrial Operations Engineer

Minimum Requirements:

• BEng Industrial Engineering
• Minimum applicable experience (years):
• 3+ years in Call/Contact Centers 
• 2+ years Management

Skills and Knowledge (essential):

• 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

Responsibilities:

• Optimize the contact center environment with a strong focus on the operational landscape, analytics, agent performance, customer satisfaction, and overall efficacy of the business 
• Drive change and optimization objectively, based on various data points.
• Responsible for ensuring the optimal functioning, procedures, systems and data of a contact center, which will include daily operations, capacity planning and reporting.