Call Center Manager

Job Description:

Biogen is seeking a dedicated and reliable Call Center Manager to join our team in Melbourne, Victoria, AU on a part-time basis. As the Associate Level Call Center Manager, you will be responsible for overseeing the day-to-day operations of our call center, ensuring that our team delivers exceptional customer service and support to our clients.

Responsibilities: 1. Manage a team of call center agents, providing leadership, guidance, and support to ensure that performance targets are met. 2. Develop and implement strategies to improve efficiency and productivity within the call center. 3. Monitor call center metrics and KPIs to evaluate performance and identify areas for improvement. 4. Conduct regular performance evaluations and provide ongoing coaching and training to team members. 5. Handle escalated customer complaints and issues, ensuring timely resolution and customer satisfaction. 6. Collaborate with other departments to ensure seamless communication and coordination of services. 7. Maintain a positive and empathetic working environment, prioritizing understanding and empathy in all interactions. 8. Prepare and present reports on call center performance to senior management.

Requirements: 1. 5 years of experience in a call center environment, with at least 2 years in a managerial or supervisory role. 2. Strong communication and interpersonal skills, with the ability to build rapport with customers and team members. 3. Excellent planning and project management skills, with the ability to prioritize and multitask effectively. 4. Proficiency in Microsoft Office and call center software. 5. Bachelor's degree in Business Administration or a related field is preferred. 6. Personality traits: dedicated, reliable. 7. Soft skills: planning, project management.

Benefits: - Company-provided equipment for work - Dental insurance - Travel opportunities

Equal Opportunity Statement: Biogen is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. We welcome applicants from all backgrounds and encourage diversity in our workforce.

Deadline to apply: 2024-05-28

If you meet the requirements and are passionate about providing exceptional customer service, we encourage you to apply for the Call Center Manager position at Biogen in Melbourne, Victoria, AU. Join us in making a difference in the lives of our customers!

How to apply:

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