Remote Contact Center Manager

Job Description:

Xcel Energy is seeking a Remote Contact Center Manager to join our team in Montreal, Quebec. This part-time position is ideal for individuals with mid-to-senior level experience in contact center management. As the Remote Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our contact center team, ensuring that customer service standards are met and exceeded.

Responsibilities: - Manage a team of remote contact center agents, providing guidance and support as needed - Develop and implement strategies to improve customer satisfaction and efficiency within the contact center - Analyze data and metrics to identify trends and opportunities for improvement - Collaborate with other departments to ensure seamless communication and workflow - Conduct regular performance evaluations and provide feedback to team members - Handle escalated customer inquiries and complaints in a professional and timely manner - Stay up-to-date on industry trends and best practices in contact center management

Requirements: - Bachelor's degree in Business Administration or a related field - Minimum of 7 years of experience in contact center management - Proven track record of successfully leading remote teams - Excellent communication and interpersonal skills - Strong problem-solving abilities and attention to detail - Ability to work independently and as part of a team - Hardworking and adaptable personality traits - Persuasion and adaptability soft skills

Benefits: - Visa sponsorship for eligible candidates - Training and professional development opportunities - Medical coverage for employees and their dependents

Working Environment: At Xcel Energy, we encourage a culture of ongoing learning and development for personal and professional growth. Our team is dedicated to delivering exceptional customer service and fostering a supportive work environment.

Deadline to Apply: May 7, 2024

Equal Opportunity Statement: Xcel Energy is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

How to apply:

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