Contact Center Manager

Job Description:

As a Contact Center Manager at Barnes & Noble in Vancouver, British Columbia, your primary responsibility will be overseeing the day-to-day operations of the contact center. You will be responsible for managing a team of customer service representatives, ensuring quality customer service, and meeting key performance indicators.

Key Responsibilities: 1. Manage and supervise a team of customer service representatives, including hiring, training, and performance management. 2. Develop and implement contact center policies and procedures to improve efficiency and customer satisfaction. 3. Monitor and analyze contact center metrics to identify areas for improvement and implement necessary changes. 4. Handle escalated customer inquiries and provide resolution in a timely and professional manner. 5. Work closely with other departments to ensure a seamless customer experience across all touchpoints. 6. Conduct regular coaching sessions with team members to improve performance and achieve KPIs. 7. Stay up-to-date on industry trends and best practices in customer service management.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 7 years of experience in a contact center environment, with at least 3 years in a managerial role. 3. Strong leadership and communication skills. 4. Reliable and dedicated personality traits. 5. Excellent cooperation and attention to detail soft skills. 6. Ability to work in a fast-paced environment and adapt to changing priorities. 7. Proficiency in MS Office and contact center software. 8. Experience with CRM systems is a plus.

Benefits: 1. Training & professional development opportunities to enhance your skills and knowledge. 2. Retirement plan to help you secure your financial future. 3. Dental insurance to take care of your oral health.

Working Environment: At Barnes & Noble, we believe in nurturing an entrepreneurial atmosphere, even within an established organization. You will have the opportunity to make a real impact on our customer service operations and contribute to our continued success.

Equal Opportunity Statement: Barnes & Noble is an equal opportunity employer and is committed to providing a diverse and inclusive work environment for all employees. We welcome applicants from all backgrounds and do not discriminate based on race, color, religion, gender, sexual orientation, age, or disability status.

Deadline to Apply: May 2, 2024. Apply now and take the next step in your career as a Contact Center Manager at Barnes & Noble in Vancouver, British Columbia.

How to apply:

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