Call Center Manager

Job Description:

ABM Industries is currently seeking a dynamic and experienced Call Center Manager to join our team in Melbourne, Victoria, AU. This is a full-time position at a mid-to-senior level, requiring a minimum of 7 years of relevant experience in a call center environment.

Responsibilities: - Manage and oversee the day-to-day operations of the call center, ensuring smooth and efficient functioning - Develop and implement strategies to improve call center performance and achieve key metrics - Train, mentor, and supervise call center staff to ensure high quality customer service and adherence to company standards - Monitor call center KPIs and provide regular reports to senior management - Handle escalated customer complaints and resolve issues in a timely and efficient manner - Work closely with other departments to ensure seamless communication and collaboration - Stay up-to-date with industry trends and best practices to continuously improve call center operations - Participate in the recruitment and onboarding of new call center staff as needed

Requirements: - Bachelor's degree in Business Administration or a related field - Proven experience in a call center management role, with a strong track record of meeting and exceeding KPIs - Excellent communication and interpersonal skills - Strong leadership and decision-making abilities - Creative problem-solving skills - Ability to work under pressure and meet tight deadlines - Adaptable and reliable, with a positive attitude and a willingness to learn - Proficiency in MS Office and call center software - Knowledge of CRM systems and call center technology - Previous experience in training and developing call center staff is a plus

Benefits: - Life insurance - Gym membership - Joining bonus - Opportunities for unlimited personal and professional growth

Equal Opportunity Statement: ABM Industries is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We celebrate individual differences and encourage all qualified individuals to apply for our job opportunities.

Deadline to apply: June 20, 2024

If you meet the requirements and are interested in joining our team as a Call Center Manager, please submit your resume and cover letter to [contact email]. We look forward to hearing from you!

How to apply:

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