Contact Center Manager - Work from home

We are seeking a motivated and driven Contact Center Manager to join our team at Baxalta. This is a part-time, work-from-home position based in Montreal, Quebec, Canada, with a seniority level of mid-to-senior. The ideal candidate will have at least 6 years of experience in a contact center environment.

Responsibilities: - Lead and manage a team of remote customer service representatives - Develop and implement contact center policies and procedures - Monitor and analyze key performance indicators to ensure team meets performance goals - Handle escalated customer inquiries and issues - Provide coaching and feedback to team members to improve performance - Collaborate with other departments to improve overall customer experience - Conduct regular team meetings and provide updates on performance and goals - Manage scheduling and workload distribution for the team - Oversee training and professional development of team members

Requirements: - Bachelor's degree in Business Administration or related field - Previous experience managing a contact center team - Strong communication and interpersonal skills - Excellent project management skills - Ability to work independently and manage a remote team effectively - Proficient in Microsoft Office and CRM software - Knowledge of contact center best practices - Flexibility to work a varied schedule as needed

Personality traits: driven, motivated Soft skills: cooperation, project management

Benefits: - Medical coverage - Training & professional development opportunities - Company-provided equipment

Working environment: At Baxalta, we strive to support our employees in their personal and professional development. We provide a supportive and inclusive work environment where everyone has the opportunity to grow and succeed.

Equal opportunity statement: Baxalta is an equal opportunity employer and is committed to providing a workplace that is free of discrimination and harassment. We celebrate diversity and encourage all qualified individuals to apply for our open positions.

How to apply:

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