Online Contact Center Manager

Job Description: As an Online Contact Center Manager at PPL, you will be responsible for leading a team of online contact center agents to deliver exceptional customer service and support. You will oversee the day-to-day operations of the online contact center, ensuring that customer inquiries are handled in a timely and professional manner. Additionally, you will be responsible for developing and implementing strategies to improve customer satisfaction and drive efficiency within the contact center.

Responsibilities: - Manage a team of online contact center agents, providing guidance, coaching, and support as needed - Monitor key performance metrics and KPIs to ensure that the contact center is meeting or exceeding performance targets - Develop and implement strategies to improve customer satisfaction and optimize contact center processes - Collaborate with other departments to identify and address customer issues and opportunities for improvement - Conduct regular performance reviews and provide feedback to contact center agents - Stay up-to-date on industry best practices and trends in online customer service - Handle escalated customer inquiries and complaints as needed

Requirements: - 7+ years of experience in online contact center management or a related field - Strong leadership and people management skills - Excellent project management skills - Proven ability to drive results and meet performance targets - Confident and driven personality - Excellent communication and interpersonal skills - Ability to work in a fast-paced environment and adapt to changing priorities - Bachelor's degree in Business Administration or a related field (preferred)

Benefits: - Training & professional development opportunities - Retirement plan - Paid Time Off (PTO)

Working Environment: At PPL, we are dedicated to understanding and exceeding customer expectations. Our online contact center is a key part of our commitment to providing exceptional customer service and support. As an Online Contact Center Manager, you will have the opportunity to make a real impact on the customer experience and drive positive change within the organization.

Equal Opportunity Statement: PPL is an equal opportunity employer and encourages applications from all qualified individuals, regardless of race, gender, age, disability, or any other characteristic protected by law. We are committed to creating a diverse and inclusive workplace where everyone is treated with respect and dignity.

How to apply:

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