Contact Center Manager

Job Description:

Cargotec is seeking a dedicated and motivated Contact Center Manager to join our team in Turku, Finland. As a Contact Center Manager, you will be responsible for overseeing the daily operations of our contact center, ensuring efficient and effective customer service delivery. This role requires strong leadership skills, project management capabilities, and at least 7 years of relevant experience in a similar role.

Responsibilities: - Develop and implement strategies to improve customer service operations and drive performance - Manage a team of contact center agents and supervisors, providing guidance, coaching, and support as needed - Monitor key performance indicators to track progress and identify areas for improvement - Collaborate with other departments to ensure seamless communication and a consistent customer experience - Handle escalated customer inquiries and complaints in a timely and professional manner - Analyze data and trends to make informed decisions and recommendations for process enhancements - Implement training programs to develop the skills and competencies of contact center staff - Stay current on industry trends and best practices to maintain a competitive edge

Requirements: - Bachelor's degree in Business Administration or related field - Proven experience as a Contact Center Manager or similar role - Strong leadership skills with the ability to inspire and motivate a team - Excellent project management abilities, with a focus on driving results and meeting targets - Proficient in data analysis and reporting, with a keen eye for detail - Ability to work under pressure in a fast-paced environment - Excellent communication and interpersonal skills - Fluent in English and Finnish

Benefits: - Profit sharing opportunities - Travel opportunities for industry events and conferences - Relocation allowance for eligible candidates

Working Environment: Join a team that leads the industry through cutting-edge ideas and solutions. Be part of a dynamic and innovative work environment that values collaboration, creativity, and continuous improvement.

Deadline to Apply: June 29, 2024

Equal Opportunity Statement: Cargotec is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals, regardless of race, gender, age, religion, sexual orientation, or disability.

How to apply:

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