Contact Center Manager - Work from home

Job Description:

We are seeking a highly motivated and resilient Contact Center Manager to join our team at Costco. This is a full-time, work from home position based in Melbourne, Victoria, AU. As a mid-to-senior level manager with at least 8 years of experience in a contact center environment, you will play a crucial role in leading our customer service team and ensuring the highest level of customer satisfaction.

Responsibilities: - Lead, coach, and develop a team of customer service representatives to deliver exceptional service and meet performance targets - Implement and maintain contact center policies and procedures to ensure efficiency and quality standards are met - Monitor key metrics and performance indicators to identify areas for improvement and achieve department goals - Collaborate with other departments to address customer issues and improve overall customer experience - Handle escalated customer complaints and provide solutions in a timely and professional manner - Conduct regular performance reviews and provide feedback to team members to support their growth and development - Keep abreast of industry trends and best practices in customer service to drive continuous improvement

Requirements: - 8+ years of experience in a contact center environment, with at least 3 years in a supervisory or managerial role - Strong leadership and communication skills, with the ability to motivate and inspire a team - Proven track record of achieving targets and improving customer satisfaction metrics - Excellent problem-solving skills and the ability to handle challenging situations with professionalism - Teamwork and adaptability are crucial for success in this role - Experience with contact center technology and software is preferred

Personality Traits: - Motivated - Resilient

Soft Skills: - Teamwork - Adaptability

Benefits: - Travel & spending expenses - Parental leave - Disability insurance

Working Environment: At Costco, we are committed to environmental responsibility and sustainable practices. We strive to create a positive and inclusive work environment for all employees.

Deadline to apply: 2024-07-01

Equal Opportunity Statement: Costco is an equal opportunity employer and is committed to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, gender, age, religion, sexual orientation, or disability. All qualified applicants will receive consideration for employment.

How to apply:

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