Remote Call Center Manager

Job Description:

Metsä Group is seeking a part-time Remote Call Center Manager to join our team in Turku, Varsinais Suomi, FI. As a Call Center Manager, you will oversee a team of remote call center agents, ensuring that they provide exceptional customer service to our clients.

Responsibilities: - Manage and oversee a team of remote call center agents, providing training and support as needed - Monitor call center performance metrics and implement strategies to improve efficiency and customer satisfaction - Handle escalated customer calls and provide resolution in a professional and timely manner - Implement and enforce call center policies and procedures to ensure consistency and quality service - Conduct regular performance evaluations and provide feedback and coaching to agents - Collaborate with other departments to address customer issues and improve processes - Stay up-to-date on industry trends and best practices in call center management - Handle administrative tasks such as scheduling, payroll, and reporting

Requirements: - 5 years of experience in call center management or a related field - Excellent communication and interpersonal skills - Strong decision-making and problem-solving abilities - Proven track record of meeting or exceeding call center KPIs - Ability to work independently and reliably in a remote environment - Familiarity with call center software and tools - Bachelor's degree in a related field is preferred

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

Working Environment: At Metsä Group, we prioritize understanding and empathy in all interactions. We believe in fostering a supportive and inclusive work environment where every team member feels valued and respected.

Deadline to Apply: 2024-07-14

Equal Opportunity Statement: Metsä Group is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. All qualified applicants will receive consideration for employment.

How to apply:

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