Contact Center Manager

Job Description:

DHL, a global logistics company, is seeking a part-time Contact Center Manager to join our team in Toronto, Ontario, CA. As an Associate Level position, we require a candidate with a minimum of 5 years of experience in a customer service or contact center environment.

Responsibilities: - Manage and oversee the daily operations of the contact center, including monitoring call queues, handling escalations, and ensuring service level agreements are met. - Develop and implement strategies to improve customer satisfaction and drive operational excellence. - Lead, motivate, and coach a team of customer service representatives to achieve performance targets and KPIs. - Analyze data and generate reports to identify trends and opportunities for process improvements. - Collaborate with other departments to ensure seamless communication and alignment on business objectives. - Ensure compliance with company policies, procedures, and quality standards. - Handle customer complaints and provide resolutions in a timely manner.

Requirements: - Personality traits: resilient, confident - Soft skills: critical thinking, research - Excellent communication and interpersonal skills - Strong leadership and decision-making abilities - Ability to work under pressure and resolve conflicts effectively - Proficiency in MS Office and customer service software - Bachelor's degree in Business Administration or related field is preferred

Benefits: - Paid Time Off (PTO) - Medical coverage - Employee discounts - Professional development opportunities

Working Environment: At DHL, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We value innovation, creativity, and teamwork to drive success in our dynamic and fast-paced industry.

Deadline to Apply: April 9, 2024

Equal Opportunity Statement: DHL is an equal opportunity employer and is committed to providing a diverse, inclusive, and welcoming work environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, or disability.

How to apply:

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