Call Center Manager - Work from home

Overview:

Nationwide is seeking a confident and independent individual to fill the role of Call Center Manager to work from home in Toronto, Ontario. The ideal candidate will have at least 8 years of experience in a similar role and possess strong leadership and research skills. This part-time, mid-to-senior level position offers the opportunity for travel, life insurance benefits, and remote work flexibility. The successful candidate will also have the chance to contribute to corporate social responsibility initiatives and give back to the community.

Responsibilities: 1. Manage and oversee the daily operations of the call center team to ensure high-quality customer service. 2. Develop and implement strategies to improve call center efficiency and productivity. 3. Monitor and analyze call center performance metrics to identify areas for improvement. 4. Conduct regular performance evaluations and provide feedback to call center staff. 5. Recruit, train, and coach call center employees to ensure a high level of professionalism and expertise. 6. Resolve escalated customer complaints and issues in a timely and effective manner. 7. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 8. Keep abreast of industry trends and best practices to continually optimize call center operations. 9. Maintain accurate records and reports on call center activities and performance.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 8 years of experience in call center management. 3. Proven track record of leadership and team-building skills. 4. Strong research and analytical abilities. 5. Excellent communication and interpersonal skills. 6. Ability to work independently and make sound decisions under pressure. 7. Proficiency in Microsoft Office and call center software. 8. Willingness to travel occasionally for business purposes.

Equal Opportunity Statement: Nationwide is an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace. We welcome and encourage applications from all qualified individuals, regardless of race, gender, age, religion, sexual orientation, or disability.

How to apply:

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