Call Center Optimization Consultant

Job Description

As a Call Center Optimization Consultant, you will leverage your expertise to enhance operational efficiency and improve customer satisfaction at our Johannesburg office. You will analyze current processes, implement best practices, and ensure optimal use of resources to achieve targets.

Responsibilities

• Create actionable plans based on data analysis to improve service levels.
• Facilitate workshops to foster collaboration among team members.
• Evaluate training needs and develop effective training materials.
• Conduct regular audits to ensure compliance with established procedures.
• Resolve escalated customer issues efficiently and effectively.

Requirements

Education

• Bachelor's degree in a relevant field
• Postgraduate qualification is a plus

Experience

• 5+ years in customer service roles with a focus on optimization techniques

Technical Skills

• SQL
• Call Center Software

Soft Skills

• Analytical Thinking
• Effective Leadership

Certifications

• Customer Service Excellence Certification
• ISO9001 Quality Management Certification

Languages

• English: Fluent
• Zulu: Beginner

Advantageous

• Prior experience in the BPO industry: A background in Business Process Outsourcing would be beneficial.
• Experience with customer satisfaction survey analysis: Ability to analyze and interpret survey results to drive improvements.

Benefits

• Comprehensive medical aid coverage
• Generous leave policies
• Access to training and development programs
• Flexible working arrangements available

Company Culture

• Respect and Integrity: We value respect and integrity in all our interactions, both internally and externally.
• Diversity and Inclusion: We strive to create a diverse and inclusive workplace where everyone feels valued.