Contact Center Manager - Remote Work

Job Description:

Genworth Financial is seeking a dedicated and reliable Contact Center Manager to join our team in Perth, Western Australia. This is a full-time remote work position at the Associate Level, requiring a minimum of 5 years of experience in a similar role.

Responsibilities: - Manage and oversee the daily operations of the contact center, ensuring efficiency and effectiveness in handling customer inquiries and concerns - Develop and implement strategies to improve contact center performance, including call quality, productivity, and customer satisfaction - Monitor key performance indicators (KPIs) and metrics to track the team's performance and make data-driven decisions - Train, coach, and mentor contact center agents to ensure they have the necessary skills and knowledge to excel in their roles - Collaborate with other departments to address customer issues and provide solutions in a timely manner - Stay updated on industry trends and best practices to continuously improve contact center operations - Handle escalated customer inquiries and complaints, finding resolutions and ensuring customer satisfaction - Maintain a positive and supportive work environment for contact center agents, fostering teamwork and collaboration - Prepare and analyze reports on contact center performance, presenting findings to senior management

Requirements: - Bachelor's degree in Business Administration or a related field preferred - Proven experience as a Contact Center Manager or similar role - Strong leadership skills with the ability to motivate and inspire a team - Excellent communication and interpersonal skills - Critical thinking and problem-solving abilities - Innovative mindset and willingness to adapt to changing circumstances - Proficiency in contact center software and systems - Ability to work independently and remotely, while still effectively managing a team

Benefits: - Relocation allowance for eligible candidates - Company-provided equipment for remote work - Paid Time Off (PTO) for vacations and personal time - Opportunities for career growth and advancement within the company

Working Environment: At Genworth Financial, we strive to align our work with a greater purpose, contributing to a meaningful mission of supporting our customers and their financial well-being. As a Contact Center Manager, you will play a crucial role in ensuring that our customers receive the assistance and care they deserve.

Equal Opportunity Statement: Genworth Financial is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, sexual orientation, or any other characteristic protected by applicable laws. We are committed to creating a diverse and inclusive workplace where all employees are valued and respected.

Deadline to apply: May 13, 2024. We look forward to receiving your application and considering you for this exciting opportunity to join our team as a Contact Center Manager in Perth, Western Australia.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.