Contact Center Manager

Job Description:

PepsiCo is seeking a dynamic and experienced Contact Center Manager to join our team in Montreal, Quebec, CA. As a Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring high levels of customer satisfaction and operational efficiency.

Responsibilities: - Manage a team of customer service representatives, providing guidance, support, and training as needed - Develop and implement strategies to improve customer service and streamline operations - Monitor performance metrics and KPIs to identify areas for improvement and drive performance - Handle escalated customer inquiries or complaints in a timely and professional manner - Collaborate with other departments, such as sales and marketing, to ensure a seamless customer experience - Stay updated on industry trends and best practices to continuously improve the contact center operations - Create and maintain a positive and inclusive work environment for all team members

Requirements: - Bachelor's degree in Business Administration, or related field - 6 years of experience in contact center management or customer service - Strong leadership skills and the ability to motivate and inspire a team - Excellent communication and interpersonal skills - Hardworking and resilient with a passion for delivering exceptional customer service - Creativity and critical thinking to solve complex problems and drive innovation - Familiarity with contact center software and tools (e.g. CRM systems, call center technology) - Ability to work in a fast-paced environment and adapt to changing priorities

Benefits: - Life insurance - Vision insurance - Retirement plan

Working Environment: At PepsiCo, we embrace diversity and create an inclusive culture that values and respects all perspectives. We believe that a diverse and inclusive workforce leads to better innovation and business results.

Equal Opportunity Statement: PepsiCo is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals, regardless of 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.