Remote Contact Center Manager

Job Description:

Trinity Industries is seeking a motivated and driven Remote Contact Center Manager to join our team in Perth, Western Australia. As a mid-to-senior level position, we are looking for candidates with at least 8 years of experience in a contact center or customer service management role.

Responsibilities: - Oversee and manage a team of remote contact center representatives, ensuring they meet and exceed customer service goals and KPIs - Develop and implement strategies to improve customer satisfaction and retention - Monitor and analyze contact center performance data to identify trends and areas for improvement - Collaborate with other departments to address customer feedback and concerns - Train and onboard new contact center staff, providing ongoing support and guidance - Stay up-to-date on industry best practices and implement new technologies to enhance the customer experience - Maintain a positive and productive working environment for remote staff - Handle escalated customer complaints and issues in a timely and professional manner

Requirements: - Bachelor's degree in business or a related field - Proven track record of success in a contact center management role - Excellent communication and leadership skills - Strong problem-solving abilities and a customer-focused mindset - Creativity and adaptability to changing customer needs - Experience with contact center software and CRM systems - Ability to work independently and prioritize tasks effectively - Remote work experience is a plus

Benefits: - Medical coverage for you and your dependents - Vision insurance - Paid Time Off (PTO)

Working Environment: At Trinity Industries, we prioritize exceeding customer expectations and delivering delight. Our team is dedicated to providing top-notch customer service and creating positive interactions with every customer.

Deadline to Apply: May 18, 2024

Equal Opportunity Statement: Trinity Industries is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

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