Call Centre Operations Manager (Pharma)

September 14, 2024

Y Recruit

Pretoria

FULL TIME

Job Overview

Date Posted: Posted 18 hours ago
Location: Pretoria, Gauteng
Job Title: Call Centre Operations Manager (Pharma)
Closes: 30 September 2024
Education Level: Bachelors Degree
Job Level: Management
Minimum Experience: 5- 7 Years

Call Centre Operations Manager (Pharma) – Pretoria.

My Client in the Pharmaceutical Industry is looking for another experienced Call Centre OPERATIONS MANAGER who can lead our call centre representatives to better performance and improve service quality leading to customer growth.
The suitable candidate will assist in establishing objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyse and utilize call centre data to focus on improving KPI driven performance and processes to better support customers / patients.

Duties and Responsibilities:

Manage operations and teams – hourly, daily and monthly KPIs
Hiring, training, coaching, and leading call centre agents
Contribute to improving our 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 coach agents regarding processes and practices, and explain expectations
Assisting other management team members in identifying trends and establishing call centre goals
Ensuring agents are achieving desired service levels and taking corrective action, as needed
Preparing reports, analysing call centre 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 centre operations

Requirements:

University degree in related field
At least 3 years’ experience as call centre 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)
Ability to multitask and remain calm under pressure
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
Knowledge of management and customer service principles
Strong coaching and leadership skills, ability to motivate employees
Decisiveness and attention to detail
Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
Polite, professional phone voice
Excellent leadership skills