Contact Center Manager

Job Description:

Urban Ladder is looking for a dynamic and experienced Contact Center Manager to join our team in Kolkata, West Bengal. As a Contact Center Manager, you will be responsible for overseeing the daily operations of our contact center, ensuring optimal performance and customer satisfaction. This is a part-time position with a mid-to-senior level of seniority, requiring a minimum of 7 years of relevant experience.

Responsibilities: 1. Manage a team of contact center representatives, including hiring, training, and performance management. 2. Develop and implement contact center policies and procedures to ensure efficient operations and high-quality customer service. 3. Monitor and analyze contact center metrics, such as call volumes, response times, and customer satisfaction scores, to identify areas for improvement. 4. Collaborate with other departments, such as sales and marketing, to ensure alignment on customer strategies and initiatives. 5. Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner. 6. Stay up-to-date on industry trends and best practices in contact center management, implementing new strategies as needed. 7. Conduct regular performance evaluations and provide ongoing feedback to contact center staff.

Requirements: 1. Proven experience as a contact center manager or similar role. 2. Strong leadership and communication skills. 3. Excellent problem-solving abilities. 4. Ability to work independently and in a fast-paced environment. 5. Strong research skills to gather insights and drive improvements in contact center operations. 6. Bachelor's degree in business administration or a related field.

Personality traits: Independent, hardworking

Soft skills: Research, communication

Benefits: Paid sick leave, Disability insurance, Employee discounts

Working environment: Our team is dedicated to understanding and exceeding customer expectations.

Equal Opportunity Statement: Urban Ladder is an equal opportunity employer and values diversity in the workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, marital status, or disability. All qualified candidates are encouraged to apply.

Deadline to apply: 2024-06-25

Join Urban Ladder and help us shape the future of customer service in the furniture industry!

How to apply:

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