Call Center Manager

We are seeking a reliable and passionate Call Center Manager to join our team at Philip Morris International in Canberra, Australian Capital Territory, AU. As a global leader in the tobacco industry, we are dedicated to creating a smoke-free future and are looking for an individual who shares our commitment to innovation and sustainability.

Responsibilities: - Manage and oversee the daily operations of the call center, ensuring efficient and effective service delivery - Develop and implement strategies to improve customer satisfaction and retention - Monitor key performance indicators and metrics to track team performance and identify areas for improvement - Lead and motivate a team of call center agents to achieve targets and goals - Handle escalated customer inquiries and complaints, providing resolutions in a timely and professional manner - Collaborate with other departments to ensure seamless communication and coordination of customer service initiatives - Conduct regular performance reviews and provide feedback and coaching to team members - Stay up-to-date on industry trends and best practices to drive continuous improvement in call center operations

Requirements: - Minimum of 8 years of experience in a customer service or call center role, with at least 3 years in a managerial or supervisory position - Strong problem-solving skills and the ability to adapt to changing circumstances - Excellent communication and interpersonal skills - Proven experience in leading and developing a high-performing team - Proficiency in call center software and CRM systems - Bachelor's degree in business administration or a related field preferred

Personality Traits: - Reliable: Consistently dependable and trustworthy in handling responsibilities - Passionate: Enthusiastic and dedicated to delivering exceptional customer service

Soft Skills: - Problem-solving: Ability to identify issues and find effective solutions - Adaptability: Flexibility to adjust to changing priorities and work environments

Benefits: - Dental insurance - Medical coverage - Company transportation

Working Environment: At Philip Morris International, we are a company that transcends borders, promoting collaboration on a global scale. Our diverse team is united by a shared mission to create a better future for our customers and communities.

Deadline to Apply: May 15, 2024

Equal Opportunity Statement: Philip Morris International is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees are valued and respected.

How to apply:

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