SUMMARY:
Our Client is looking for a Operational/Training Manager, located in Sandton.
POSITION INFO:
Key Responsibilities:
- Operational Management:
- Oversee all aspects of the customer service center's operations, including staffing, resource allocation, and workflow management.
- Develop and implement operational policies, procedures, and performance standards to ensure high-quality service delivery.
- Monitor key performance indicators (KPIs) and metrics to track operational efficiency and identify areas for improvement.
- Collaborate with cross-functional teams to address operational challenges and drive process improvements.
- Maintain a focus on customer satisfaction and work to resolve escalated issues in a timely and effective manner.
- Training Administration:
- Develop and administer training programs for new hires and existing staff to ensure they have the necessary skills and knowledge to excel in their roles.
- Create training materials, manuals, and resources to support ongoing learning and development initiatives.
- Coordinate training schedules and logistics, including classroom sessions, online modules, and hands-on workshops.
- Stay up-to-date on industry trends, best practices, and new technologies to enhance training content and methodologies.
Requirements:- Bachelor's degree in business administration, management, or a related field.
- Proven experience in operations management, preferably in a customer service or technical support environment.
- Strong leadership and team management skills with the ability to motivate and inspire others.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments.
- Experience designing and delivering training programs, with a focus on adult learning principles and instructional design methodologies.
- Proficiency in using computer software and systems for data entry, scheduling, and communication.
- Problem-solving abilities and a proactive attitude towards addressing customer needs.
- Knowledge of Samsung products and technical terminology is a plus.
- Knowledge of Microsoft suite (Excel, Word, Outlook)