Call Center Manager

Job Description:

Macy’s is seeking a driven and passionate Call Center Manager to join our team in Sydney, New South Wales. As a Mid-to-Senior Level position, the ideal candidate will have at least 7 years of experience in a call center environment.

Responsibilities: 1. Develop and implement call center policies, procedures, and performance metrics. 2. Manage a team of call center agents, including training, coaching, and performance evaluations. 3. Handle escalated customer calls and issues to ensure customer satisfaction. 4. Analyze call center data to identify trends and opportunities for improvement. 5. Collaborate with other departments to optimize call center operations. 6. Ensure compliance with all relevant regulations and standards. 7. Maintain a positive and professional work environment for call center staff. 8. Continuously improve call center processes to enhance efficiency and customer service.

Requirements: 1. Bachelor’s degree in Business Administration or a related field. 2. Proven track record of success in a call center management role. 3. Strong time management and analytical skills. 4. Excellent communication and interpersonal skills. 5. Ability to thrive in a fast-paced environment. 6. Experience with call center technology and CRM systems. 7. Knowledge of call center best practices and industry trends.

Benefits: 1. Medical coverage for employees and their families. 2. Profit sharing opportunities based on performance. 3. Free accommodation for part-time employees.

Working Environment: At Macy’s, we embrace a culture that challenges norms and encourages bold thinking. Our team is committed to excellence and innovation, and we welcome individuals who are eager to contribute to our success.

Equal Opportunity Statement: Macy’s is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, gender, age, religion, or sexual orientation.

How to apply:

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