Contact Center Manager - Remote Work

Job Description:

Williams is seeking a talented and experienced Contact Center Manager to join our team on a part-time, remote basis in Toronto, Ontario, CA. As a mid-to-senior level manager, you will be responsible for leading a team of remote customer service representatives and ensuring the overall success of our contact center operations.

Responsibilities: 1. Develop and implement contact center strategies and goals to ensure high levels of customer satisfaction and operational efficiency. 2. Manage and supervise a team of remote customer service representatives, providing guidance, training, and support as needed. 3. Monitor performance metrics and KPIs to track team performance and identify areas for improvement. 4. Collaborate with other departments to address customer issues and optimize processes. 5. Handle escalated customer complaints and ensure timely resolution. 6. Conduct regular performance reviews and provide feedback to team members. 7. Stay up-to-date on industry trends and best practices to continuously improve the contact center operations. 8. Foster a positive and supportive work environment that encourages teamwork and collaboration.

Requirements: 1. Minimum of 8 years of experience in a contact center or customer service management role. 2. Excellent communication and interpersonal skills. 3. Strong leadership and decision-making abilities. 4. Resourceful and confident personality traits. 5. Proven research and creativity skills. 6. Ability to work independently and prioritize tasks effectively.

Benefits: - Free accommodation for remote work - Company transportation for any necessary travel - Company-provided equipment for optimal performance

Working Environment: At Williams, we strive to spark creativity and motivation in an environment that inspires greatness. You will have the opportunity to work with a talented team of professionals and make a meaningful impact on our customers' experience.

Deadline to apply: April 9, 2024

Equal Opportunity Statement: Williams is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status. All qualified applicants will receive consideration for employment.

How to apply:

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