Contact Center Manager - Remote Work

Job Description:

We are looking for a dedicated and adaptable Contact Center Manager to join our team at Dana Holding. This is a remote work position based in Toronto, Ontario, CA. As a Contact Center Manager, you will be responsible for overseeing the operations and performance of our contact center team, ensuring that customer service standards are met and exceeded.

Responsibilities: 1. Manage a team of customer service representatives, setting performance goals and providing guidance and support. 2. Develop and implement contact center policies and procedures to ensure efficiency and effectiveness. 3. Monitor and analyze contact center metrics, such as call volume, response times, and customer satisfaction, to identify areas for improvement. 4. Train and coach team members on best practices for customer interactions, including effective communication and problem-solving skills. 5. Conduct regular performance evaluations and provide feedback to team members to help them improve their performance. 6. Collaborate with other departments, such as marketing and sales, to ensure a seamless customer experience. 7. Stay up-to-date on industry trends and best practices in customer service to continuously improve the contact center operations.

Requirements: 1. At least 7 years of experience in a contact center or customer service management role. 2. Strong communication and interpersonal skills, with the ability to negotiate and resolve conflicts effectively. 3. Excellent analytical skills, with the ability to interpret data and make data-driven decisions. 4. Proven track record of meeting and exceeding customer service goals and objectives. 5. A positive attitude and a willingness to adapt to changing priorities and business needs. 6. Bachelor's degree in business administration or a related field is preferred.

Personality Traits: Dedication and adaptability are essential traits for success in this role.

Soft Skills: Strong negotiation skills and analytical abilities are key skills required for this position.

Benefits: Vision insurance, free food, and paid sick leave are some of the benefits offered to our employees.

Working Environment: We strive to inject a sense of joy and vibrancy into the work environment, creating a positive and supportive atmosphere for all team members.

Equal Opportunity Statement: Dana Holding is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status.

Deadline to apply: May 8, 2024.

If you meet the requirements and are ready for a challenging and rewarding opportunity as a Contact Center Manager at Dana Holding, we encourage you to apply. 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.