Call Centre Operations Manager (Pharma)

at  Y Recruit

JOB OVERVIEW

• Date Posted: Posted 2 days 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.

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

• 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