Contact Center Manager

Job Description:

Cargotec is seeking a dynamic and experienced Contact Center Manager to join our team in Turku, Finland. As a Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring the highest level of customer service and satisfaction.

Responsibilities: 1. Manage a team of customer service representatives, setting performance goals and providing ongoing training and coaching. 2. Monitor and analyze key performance metrics to identify areas for improvement and implement strategies to increase efficiency and effectiveness. 3. Develop and implement policies and procedures to enhance customer service and optimize the customer experience. 4. Collaborate with other departments to ensure seamless communication and coordination across the organization. 5. Handle escalated customer issues and complaints, providing solutions in a timely and professional manner. 6. Stay current on industry trends and best practices, implementing new technologies and processes to enhance the contact center operations. 7. Work closely with the senior management team to develop and execute strategic initiatives to drive business growth and profitability.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 8 years of experience in a contact center management role. 3. Strong leadership skills with the ability to motivate and inspire a team. 4. Excellent communication and interpersonal skills. 5. Proven track record of achieving and exceeding customer service goals. 6. Ability to think critically and problem-solve in a fast-paced environment. 7. Independent and confident personality traits. 8. Proficiency in Microsoft Office and contact center software.

Benefits: 1. Dental insurance 2. Training & professional development opportunities 3. Relocation allowance for eligible candidates

Working Environment: At Cargotec, we thrive in an energetic and rapidly evolving work setting. Our team is passionate about delivering exceptional customer service and making a positive impact on the business.

Deadline to Apply: July 15, 2024

Equal Opportunity Statement: Cargotec is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We encourage applications from all qualified individuals, regardless of race, gender, age, disability, or any other protected classification.

How to apply:

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