Contact Center Manager

As a Contact Center Manager at Inscripta in Tampere, Pirkanmaa, FI, you will play a crucial role in overseeing the operations of our contact center, ensuring high levels of customer satisfaction and efficiency. This part-time position is ideal for an experienced individual at the mid-to-senior level who possesses at least 6 years of relevant experience in a similar role.

Responsibilities: 1. Lead and manage a team of contact center agents, providing guidance, coaching, and support to ensure excellent customer service delivery. 2. Develop and implement strategies to improve customer satisfaction, increase productivity, and meet performance targets. 3. Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement. 4. Handle escalated customer issues and complaints, resolving them in a timely and professional manner. 5. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 6. Create and maintain contact center policies, procedures, and training materials to ensure consistency and quality. 7. Conduct regular performance evaluations, provide feedback, and identify training needs for team members. 8. Stay up-to-date on industry trends and best practices to continuously improve contact center operations. 9. Utilize contact center software and tools to optimize workflows and streamline processes.

Requirements: 1. Bachelor's degree in a related field is preferred. 2. Proven experience in a contact center management role, with a minimum of 6 years of experience. 3. Excellent communication skills, both written and verbal, with the ability to interact effectively with customers and team members. 4. Strong attention to detail and problem-solving abilities. 5. Confident and independent, with the ability to make decisions and lead a team effectively. 6. Experience with contact center software and tools, such as CRM systems, is preferred. 7. Ability to work part-time hours, with flexibility to adjust schedule as needed.

Benefits: - Free food provided during work hours. - Dental insurance coverage. - Travel opportunities for professional development or team-building activities.

At Inscripta, we value diversity and inclusivity, and we strive to create a culture of belonging where every employee feels welcome and respected. We are committed to providing equal opportunities for all individuals without regard to race, gender, age, religion, or disability.

Deadline to apply: 2024-07-14

If you meet the requirements and are excited to take on this role as a Contact Center Manager, we encourage you to apply before the deadline. Join our team at Inscripta and contribute to our mission of providing exceptional customer service.

How to apply:

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