Contact Center Manager

Job Description:

Lennar, a leading real estate development company, is seeking a Contact Center Manager to join our team in Vancouver, British Columbia. This part-time position is ideal for a mid-to-senior level professional with at least 8 years of experience in a contact center or customer service management role.

Responsibilities: - Lead and manage a team of contact center agents to ensure excellent customer service and response times - Develop and implement strategies to improve overall contact center performance and efficiency - Monitor and analyze key performance indicators to identify areas for improvement - Create and maintain contact center policies and procedures to ensure consistency and quality of service - Handle escalated customer complaints and issues in a timely and effective manner - Collaborate with other departments to address customer concerns and improve overall customer experience - Conduct regular training and performance evaluations for contact center staff - Stay up-to-date on industry best practices and trends in contact center management

Requirements: - Bachelor's degree in business administration or a related field - Previous experience in a contact center or customer service management role - Strong leadership and communication skills - Ability to multitask and prioritize in a fast-paced environment - Driven and dedicated attitude towards achieving goals and targets - Innovative thinking and strategic planning skills - Proficiency in CRM software and contact center technology - Strong analytical and problem-solving skills - Flexibility to work evenings and weekends as needed

Benefits: - Free food provided during working hours - Company transportation for offsite meetings or events - Paid overtime opportunities for exceeding performance goals

Working Environment: Our company values ongoing learning and development for personal and professional growth. As a Contact Center Manager, you will have access to training programs and resources to enhance your skills and knowledge in the industry.

Deadline to Apply: Interested candidates should submit their applications by May 29, 2024.

Equal Opportunity Statement: Lennar is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or disability. We value diversity and inclusion in our workforce and encourage individuals from all backgrounds to apply.

How to apply:

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