Contact Center Manager

Job Description:

C.H. Robinson Worldwide is seeking a dedicated and driven Contact Center Manager to join our team in Melbourne, Victoria, AU. As a Contact Center Manager, you will be responsible for overseeing the daily operations of our contact center, ensuring efficient and effective communication with customers and clients. This part-time position at the Associate Level requires a minimum of 5 years of experience in a similar role.

Responsibilities: - Manage and lead a team of contact center representatives to deliver exceptional customer service - Develop and implement strategies to improve customer satisfaction and retention rates - Monitor performance metrics and KPIs to identify areas for improvement and implement corrective actions - Conduct regular training sessions to improve employee skills and knowledge - Collaborate with other departments to ensure seamless communication and resolution of customer issues - Handle escalated customer complaints and issues in a professional and timely manner - Analyze data and trends to identify opportunities for process improvements - Ensure compliance with company policies and procedures - Develop and maintain relationships with key stakeholders to support business objectives - Drive a culture of cooperation and teamwork among contact center staff

Requirements: - Bachelor's degree in Business Administration or related field preferred - Proven experience in a contact center management role - Strong leadership and communication skills - Ability to work in a fast-paced and dynamic environment - Excellent problem-solving skills and the ability to make decisions under pressure - Proficiency in Microsoft Office and contact center software - Knowledge of customer service best practices - Ability to multitask and prioritize tasks effectively

Benefits: - Disability insurance - Vision insurance - Retirement plan

Working Environment: At C.H. Robinson Worldwide, we empower our employees to take ownership and make impactful decisions. We believe in fostering a collaborative and inclusive work environment where all employees are encouraged to contribute their ideas and grow professionally.

Deadline to Apply: June 29, 2024

Equal Opportunity Statement: C.H. Robinson Worldwide is an equal opportunity employer and is committed to providing a workplace that is free from discrimination and harassment. We welcome applicants from all backgrounds and strive to create a diverse and inclusive workforce.

How to apply:

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