Online Call Center Manager

Job Description:

CenterPoint Energy is seeking a dynamic and experienced Online Call Center Manager to join our team in Vancouver, British Columbia, CA. As a Mid-to-Senior Level professional with at least 8 years of experience in call center management, you will be responsible for overseeing the daily operations of our online call center, ensuring that customer service standards are met and exceeded.

Responsibilities: 1. Manage a team of online customer service representatives, providing leadership, guidance, and support. 2. Develop and implement strategies to improve overall customer satisfaction and retention rates. 3. Monitor key performance indicators (KPIs) and implement measures to improve call center efficiency and effectiveness. 4. Handle escalated customer inquiries and complaints in a professional and timely manner. 5. Conduct regular performance reviews and provide ongoing training and development opportunities for team members. 6. Collaborate with other departments to streamline processes and improve overall customer experience. 7. Stay up-to-date on industry trends and best practices in online customer service.

Requirements: 1. 8 years of experience in call center management, preferably in an online setting. 2. Excellent interpersonal and communication skills. 3. Strong organizational and time management skills. 4. Adaptable and confident personality traits. 5. Emotional intelligence and planning skills. 6. Bachelor’s degree in Business Administration or related field. 7. Proficiency in Microsoft Office suite and call center software.

Benefits: - Company equipment provided - Dental insurance - Company transportation provided

Working Environment: Join a team that leads the industry through cutting-edge ideas and solutions. Collaborate with talented professionals in a supportive and inclusive work environment.

Equal Opportunity Statement: CenterPoint Energy is an equal opportunity employer and welcomes applications from all qualified individuals, regardless of race, gender, age, disability, or any other characteristic protected by law.

Deadline to apply: 2024-05-08

If you are a seasoned Online Call Center Manager looking for a new and exciting challenge, we invite you to apply for this opportunity at CenterPoint Energy.

How to apply:

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