Contact Center Manager

Job Description:

We are seeking a dedicated and hardworking Contact Center Manager to join our team at Masco in Melbourne, Victoria, AU. As a Contact Center Manager, you will be responsible for overseeing the daily operations of our contact center and ensuring that our team provides exceptional customer service to our clients.

Responsibilities: 1. Manage and lead a team of contact center representatives to ensure that they meet and exceed performance targets. 2. Develop and implement strategies to improve customer satisfaction and retention rates. 3. Monitor call center metrics and analyze data to identify areas for improvement. 4. Develop training programs to enhance the skills and performance of contact center staff. 5. Resolve escalated customer complaints and issues in a timely and efficient manner. 6. Collaborate with other departments to ensure a seamless customer experience. 7. Stay up-to-date on industry trends and best practices in contact center management. 8. Participate in hiring, training, and performance evaluation of contact center staff.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 6 years of experience in contact center management. 3. Strong leadership skills and the ability to motivate and inspire a team. 4. Excellent communication and interpersonal skills. 5. Proficient in Microsoft Office and contact center software. 6. Certification in customer service management is a plus.

Personality traits: - Hardworking - Dedicated

Soft skills: - Persuasion - Time management

Benefits: - Company transportation - Employee discounts - Travel opportunities

Working environment: Thrive in an energetic and rapidly evolving work setting.

Equal Opportunity Statement: Masco is an equal opportunity employer and values diversity in the workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Deadline to apply: 2024-05-29

If you possess the required experience and qualifications, we encourage you to apply for the Contact Center Manager position at Masco. We look forward to welcoming you to our team!

How to apply:

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