Contact Center Manager - Work from home

Job Description:

We are looking for a dynamic and experienced Contact Center Manager to join our team at PVH. As a Contact Center Manager, you will be responsible for overseeing our remote contact center operations and ensuring the highest level of customer service delivery. This is a full-time, work from home position based in Brisbane, Queensland, AU.

Responsibilities: - Manage a team of contact center agents, providing leadership, guidance, and support to ensure exceptional customer service delivery - Develop and implement strategies to improve contact center efficiency and customer satisfaction - Analyze contact center performance metrics and implement continuous improvement initiatives - Handle escalated customer inquiries and complaints in a professional and timely manner - Conduct regular trainings and coaching sessions for contact center agents - Collaborate with other departments to optimize customer interactions and deliver a seamless customer experience - Stay up-to-date with industry trends and best practices in contact center management

Requirements: - Bachelor's degree in Business Administration or related field - Minimum of 5 years of experience in contact center management - Strong leadership skills with a proven track record of managing remote teams - Excellent communication and interpersonal skills - Resilient and able to handle high-pressure situations effectively - Passionate about exceeding customer expectations and delivering delight - Critical thinking and problem-solving abilities - Team player who can collaborate effectively with colleagues - Ability to work independently and manage time efficiently - Proficiency in Microsoft Office and contact center software

Benefits: - Competitive salary - Travel and spending expenses - Disability insurance - Medical coverage - Work from home flexibility

Working Environment: At PVH, we focus on exceeding customer expectations and delivering delight. Our team is committed to providing excellent customer service and creating positive interactions with every customer contact.

Equal Opportunity Statement: PVH is an equal opportunity employer and is committed to providing a diverse and inclusive work environment for all employees. We welcome applications from individuals of all backgrounds and experiences.

How to apply:

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