Online Contact Center Manager

Job Description:

We are looking for a highly motivated and experienced Online Contact Center Manager to join our team at DaVita HealthCare Partners in Vancouver, British Columbia, CA. As a part-time position at a mid-to-senior level, this role requires at least 6 years of experience in a similar role.

Responsibilities: 1. Manage and oversee the daily operations of the online contact center, ensuring efficient and effective customer service delivery. 2. Develop and implement strategies to improve customer satisfaction and retention rates. 3. Monitor key performance indicators and metrics to drive continuous improvement in service delivery. 4. Lead a team of online contact center agents, providing guidance, training, and support as needed. 5. Collaborate with other departments to ensure seamless communication and coordination within the organization. 6. Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner. 7. Stay up-to-date on industry trends and best practices to drive innovation and growth within the contact center.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Strong leadership skills with the ability to motivate and inspire a team. 3. Excellent communication and interpersonal skills. 4. Proven track record of driving customer satisfaction and loyalty. 5. Proficiency in CRM systems and online contact center technology. 6. Ability to work independently and make decisions confidently. 7. Time management and strategic planning skills. 8. A commitment to ongoing professional development and learning.

Personality traits: confident, independent Soft skills: time management, strategic planning

Benefits: 1. Training & professional development opportunities to advance your career. 2. Travel opportunities to attend conferences and training sessions. 3. Disability insurance to protect your income in case of unexpected events.

Working environment: At DaVita HealthCare Partners, we strive for a harmonious workplace where collaboration and respect prevail. We believe in fostering a culture of diversity and inclusion where every team member feels valued and respected.

Equal opportunity statement: DaVita HealthCare Partners is an equal opportunity employer and values diversity in all forms. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, disability, or any other protected status. All qualified individuals are encouraged to apply.

How to apply:

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