Online Contact Center Manager

Job Description:

Zoho Corporation is seeking a part-time Online Contact Center Manager to join our dynamic team in Delhi, India. As a Mid-to-Senior Level professional with at least 8 years of experience in online customer service management, you will play a crucial role in overseeing our contact center operations and ensuring the highest level of customer satisfaction.

Responsibilities: 1. Manage a team of online customer service representatives to handle inquiries, complaints, and feedback through various online channels such as email, chat, and social media. 2. Develop and implement strategies to improve customer service operations, including optimizing response times and quality of interactions. 3. Monitor and analyze key performance metrics to continuously improve the efficiency and effectiveness of the contact center. 4. Collaborate with other departments to address customer issues and enhance the overall customer experience. 5. Conduct regular training sessions for contact center staff to improve technical skills and customer service etiquette. 6. Stay up-to-date on industry trends and best practices in online customer service management. 7. Handle escalated customer inquiries and complaints in a timely and professional manner. 8. Provide regular reports and updates on contact center performance to senior management.

Requirements: 1. 8+ years of experience in online customer service management, preferably in a technical environment. 2. Proven track record of driving customer satisfaction and loyalty through effective contact center management. 3. Strong leadership skills with the ability to motivate and guide a team of customer service representatives. 4. Excellent communication skills, both written and verbal. 5. Resourceful and hardworking personality traits. 6. Teamwork and research skills. 7. Bachelor's degree in Business Administration or a related field is preferred.

Benefits: - Travel & spending expenses - Gym membership - Free food

Working Environment: At Zoho Corporation, we encourage a spirit of exploration and taking calculated risks for growth. Our team thrives on innovation and collaboration, and we provide a supportive and empowering work environment for our employees to excel.

Equal Opportunity Statement: Zoho Corporation is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

Deadline to apply: 2024-06-26

If you meet the requirements and are excited about the opportunity to join Zoho Corporation as an Online Contact Center Manager, we invite you to submit your application and resume before the deadline. We look forward to hearing from you!

How to apply:

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