Contact Center Manager

Job Description:

We are currently seeking a Contact Center Manager to join our team at Estee Lauder in Canberra, Australian Capital Territory. As a Contact Center Manager, you will be responsible for overseeing all aspects of our contact center operations, ensuring that our team provides exceptional customer service and meets key performance indicators.

Responsibilities: - Manage a team of contact center agents, providing leadership, guidance, and support - Develop and implement strategies to improve customer service and enhance the overall customer experience - Monitor and analyze key performance indicators, identify areas for improvement, and implement solutions to drive results - Collaborate with other departments to ensure seamless communication and alignment on customer service strategies and initiatives - Conduct regular training sessions to ensure team members are equipped with the necessary skills and knowledge to excel in their roles - Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner - Ensure compliance with company policies and procedures, as well as relevant regulatory requirements

Requirements: - Bachelor's degree in Business Administration or a related field - Minimum of 6 years of experience in a contact center or customer service management role - Excellent communication and interpersonal skills - Strong leadership and team-building abilities - Ability to think strategically and problem-solve effectively - Reliable and resourceful personality traits - Proficiency in project management and teamwork soft skills

Benefits: - Free food provided onsite - Medical coverage for employees - Company transportation available

Working Environment: At Estee Lauder, we strive to pave the way for diversity and inclusivity, creating a culture of belonging where all employees feel valued and respected.

Deadline to Apply: July 3, 2024

Equal Opportunity Statement: Estee Lauder is an equal opportunity employer and is committed to providing a work environment that is free from discrimination and harassment. We celebrate diversity and are dedicated to creating an inclusive culture for all employees.

How to apply:

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